APAC AI-Powered Digital CS Leader

genesys; Manila; Hybrid; PHP 2,500,000 - 4,500,000; Full time

Benefits offered by this job

AI at scale

Flexible culture

Mentorship & learning

Volunteer time

Well-being resources

Job summary

Genesys is seeking a senior leader to own the APAC Digital Customer Success portfolio, including in-country Philippines responsibilities. You will drive AI-powered engagement, automation, and human interactions to deliver measurable business outcomes while partnering with Sales, Renewals, and Professional Services.

The role emphasizes executive engagement, risk management, and scalable customer success programs across APAC markets, with a focus on retention and growth.

Qualifications

• 9+ years in Customer Success within a SaaS environment, including leadership of high-performing teams.
• Proven renewals, retention, and expansion management at scale.
• Experience leading digital or enterprise customer portfolios using data-driven methodologies.

Responsibilities

• Lead and mentor a team of Customer Success Managers across APAC Digital Customer Success, covering a portfolio of ~1,000 customers and driving adoption, value realization, retention, and expansion outcomes.
• Own and execute a digital-first customer success strategy to improve Net Revenue Retention and customer outcomes.
• Drive programmatic adoption of digital and AI capabilities across services, education, and expansion opportunities.
• Monitor customer health, risk signals, adoption trends, and expansions using Gainsight, Tableau, Salesforce, Experience Index, and similar tools.

Skills

Leadership

Cross-functional leadership

Data-driven

Analytical thinking

Communication

Influence without authority

Education

Bachelor’s degree in business, technology, or related field

Tools

Gainsight

Salesforce

Tableau

Experience Index

Job description

Genesys is seeking a senior leader to own the APAC Digital Customer Success portfolio, including in-country Philippines responsibilities. You will drive AI-powered engagement, automation, and human interactions to deliver measurable business outcomes while partnering with Sales, Renewals, and Professional Services.

The role emphasizes executive engagement, risk management, and scalable customer success programs across APAC markets, with a focus on retention and growth.