Senior Customer Success Manager

8410 Singapore - Genesys Cloud Services Singapore Pte. Ltd.; Singapore; Hybrid; SGD 90,000 - 150,000; Full time

Benefits offered by this job

Paid volunteer time

August Free Fridays

Well-being resources

Regionally tailored programs

Job summary

Genesys is seeking an Enterprise Customer Success Manager to partner with top customers across Malaysia and Singapore. You will shape strategic success plans, connect AI capabilities to business outcomes, and coordinate across Sales, Services, and Product to drive growth.

You will engage with senior stakeholders, translate evolving priorities into actionable plans, and ensure measurable value delivery through adoption and transformation initiatives in a hybrid work model.

Qualifications

• Proven experience with enterprise customers in a Customer Success, account management, or related role.
• Ability to connect technology to measurable business outcomes.
• Strong executive presence with senior stakeholders.
• Commercial awareness and understanding of value, adoption and growth.

Responsibilities

• Own the success strategy for a portfolio of enterprise customers.
• Build trusted relationships with senior stakeholders and connect Genesys capabilities to priorities.
• Drive measurable customer value by linking adoption and technology outcomes to business results.
• Identify AI opportunities and translate them into practical use cases for customers.
• Coordinate with Sales, Professional Services, Solution Consulting, Support, Product and Partners around priorities.
• Recognize new business challenges and translate them into growth opportunities with Sales and Partners.
• Monitor customer health, risk and opportunity, addressing barriers to success.

Skills

Executive presence

Strategic thinking

Cross-functional leadership

Business acumen

Communication skills

AI familiarity

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 worldwide - 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 Malaysia and Singapore, 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

• 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.

To be eligible to apply for this role you must be legally permitted to work in Singapore.

#LI-KC1 #LI-Hybrid Working at Genesys AI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide.

150+ new AI features were released in the last fiscal year.

A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.

Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.

Time to recharge and give back -

Benefits include

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

Recognized globally - Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

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.

Equal Opportunity & Diversity Statement

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.