APAC Digital Customer Success Leader — AI-Driven Growth

8460 Philippines - Genesys Cloud Services Cayman Ltd. - Philippine Branch; Manila; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Job summary

Genesys is seeking a Senior Customer Success leader to own the APAC Digital Customer Success portfolio from the Philippines, guiding a country‑level team to drive adoption, retention and expansion across APAC markets.

You will partner with Sales, Renewals, Professional Services, and Support to deliver AI‑driven, digital‑first engagement, oversee health signals, and scale standardized customer success practices while advancing executive relationships.

Qualifications

• 9+ years in Customer Success within a SaaS environment
• Leadership of high-performing teams
• Proven renewals, retention and expansion outcomes
• Experience leading digital or enterprise customer portfolios
• Ability to influence cross-functional teams without direct authority
• Experience with CS analytics platforms (Gainsight, Salesforce, Tableau)
• Strong analytical and problem-solving skills
• Excellent communication and stakeholder management

Responsibilities

• Lead and mentor a team of Customer Success Managers across APAC Digital CS
• Own and execute a digital-first CS strategy for growth and retention
• Drive programmatic adoption of digital and AI capabilities
• Monitor customer health and expansion signals using CS platforms
• Establish and scale standardized CS practices across the portfolio
• Collaborate with regional CS leaders to ensure consistent delivery
• Build relationships with Enterprise customers and executive sponsors
• Coordinate with Sales, Renewals, and Onboarding for seamless value delivery

Skills

Leadership across APAC

Renewals & retention

Data-driven decisions

Cross-functional influence

Gainsight/Salesforce/Tableau

Analytical problem solving

Executive stakeholder management

Education

Bachelor’s degree in business/tech

Tools

Gainsight

Salesforce

Tableau

Job description

Genesys is seeking a Senior Customer Success leader to own the APAC Digital Customer Success portfolio from the Philippines, guiding a country‑level team to drive adoption, retention and expansion across APAC markets.

You will partner with Sales, Renewals, Professional Services, and Support to deliver AI‑driven, digital‑first engagement, oversee health signals, and scale standardized customer success practices while advancing executive relationships.