Senior Customer Success Manager

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

Benefits offered by this job

Paid volunteer time

August Free Fridays

Well-being resources

Regionally tailored programs

Job summary

Genesys Philippines is seeking an experienced Enterprise Customer Success Manager to lead a portfolio of high-impact enterprise customers in the Philippines. You will define success strategies, build executive relationships, and translate business goals into measurable AI-enabled outcomes.

You will partner with Sales, Professional Services, and Product teams to ensure adoption, retention, and growth, while guiding customers through complex transformations across CX, SaaS and cloud deployments.

Qualifications

• 8–10 years of experience in Customer Success, account management, consulting, or enterprise technology.
• Proven ability to work with complex enterprise customers and cross-functional teams.
• Strong business acumen and the ability to connect technology to measurable customer outcomes.

Responsibilities

• Own the success strategy for a portfolio of enterprise customers and translate priorities into actionable plans.
• Build trusted relationships with senior stakeholders and connect Genesys capabilities to strategic priorities.
• Drive measurable customer value by linking adoption and technology outcomes to business results.
• Help customers navigate AI opportunities and understand business and change considerations for AI adoption.
• Orchestrate cross-functional collaboration across Sales, Professional Services, Solution Consulting, Support, Product and Partners.
• Identify opportunities to deepen customer relationships and translate challenges into growth opportunities with Sales and Partners.
• Maintain visibility of customer health, risk and opportunity and drive executive engagements focused on outcomes.

Skills

Customer success

Account management

Enterprise technology

Stakeholder management

Strategic thinking

Communication

Storytelling

Cross-functional collaboration

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Customer Success is changing — and we’re looking for someone who wants to help shape what comes next. As an Enterprise Customer Success Manager, you’ll work with some of our most important customers across the Philippines, becoming a genuine strategic partner to their business. This isn’t about simply managing accounts or driving adoption. It’s about understanding what customers are trying to achieve and turning technology — particularly AI — into measurable business outcomes. You’ll operate at the intersection of business, technology and transformation: helping customers identify where Genesys can create value, building the success strategy to get there, and bringing together the right people and expertise to turn that strategy into action.

Key Responsibilities

• Own the success strategy for a portfolio of enterprise customers, understanding their business priorities, CX strategy and desired outcomes and translating these into actionable plans.
• Build trusted relationships with senior stakeholders, bringing insight and perspective to customer conversations and connecting Genesys capabilities to their strategic priorities.
• Drive measurable customer value, connecting adoption and technology outcomes to the business results that matter to the customer.
• Help customers navigate the opportunities created by AI, identifying meaningful use cases and understanding the business and change considerations required to successfully introduce AI.
• Orchestrate the broader Genesys relationship, bringing together Sales, Professional Services, Solution Consulting, Support, Product and partners around customer priorities.
• Identify opportunities to deepen and expand customer relationships, recognising new business challenges and partnering with Sales and our Partners to translate these into growth opportunities.
• Maintain a clear view of customer health, risk and opportunity, proactively addressing barriers to success and leading meaningful executive engagements focused on outcomes, value and what comes next.

Minimum Requirements

• 8–10 years of relevant experience in Customer Success, account management, consulting or enterprise technology
• Proven experience working with complex enterprise customers in Customer Success, enterprise technology, consulting, account management or a related customer-facing role.
• Strong business acumen and the ability to connect technology to measurable customer outcomes.
• Strong executive presence and the ability to build credibility with senior business and technology stakeholders.
• Commercial awareness and an understanding of how customer value, adoption, retention and growth are connected.
• Curiosity about AI and emerging technology and its practical application to business.
• Ability to think strategically while taking ownership of execution.
• Strong communication, presentation and storytelling skills.
• Ability to work independently and orchestrate cross-functional teams in complex customer environments.

Preferred Requirements

• Experience within Customer Experience (CX), Contact Centre, SaaS, Cloud or enterprise software.
• Experience with AI, automation or digital transformation initiatives.
• Experience working with enterprise customers across Malaysia, Singapore or the broader Asia region.
• Familiarity with Genesys or comparable enterprise CX technologies is advantageous.

Benefits

• Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.

Reasonable Accommodations

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [e-mail]. You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email. This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Equal Opportunity Employer

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

About Genesys

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.ai.