Senior Customer Success Manager

Genesys Solutions Pte Ltd; Singapore; On-site; SGD 100,000 - 120,000; Full time

Job summary

A leading tech company in Singapore is seeking a Senior Customer Success Manager to manage customer relationships and drive the adoption of AI/Digital solutions. The ideal candidate will have over 7 years of experience in a technology-related field and possess strong interpersonal and presentation skills. You will be responsible for developing Customer Success Plans, conducting Executive Business Reviews, and ensuring customer satisfaction. This role offers a dynamic work environment focused on customer engagement.

Benefits

Health insurance

Performance bonuses

Flexible work arrangements

Qualifications

• 7+ years experience in a technology-related field.
• Strong ability to build relationships and engage proactively.
• Experience with AI/Digital solutions delivery.

Responsibilities

• Manage a portfolio of customers as their primary business point of contact.
• Develop Customer Success Plans to achieve mutual success.
• Conduct Executive Business Reviews to monitor customer objectives.

Skills

Customer relationship management

AI/Digital solutions

Interpersonal skills

Presentation skills

Multi-tasking

Education

Bachelor's Degree in technology or business

Tools

Salesforce

Gainsight

PowerPoint

Excel

Word

Job description

Senior Customer Success Manager - Singapore

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

What You’ll Do

The primary responsibilities for this role include (but are not limited to).

• Manage a portfolio of customers serving as their primary business point of contact throughout their CX journey
• Understand customers’ business value drivers, success criteria, and KPIs to develop Customer Success Plans (actionable blueprints by which the Customer Success Manager and customers can achieve mutual success)
• Prescribe the adoption and use of product features/functionality and services to the achievement of key customer business outcomes
• Establish a regular cadence of Executive Business Reviews with the customer to track progress towards their stated business objectives
• Drive continuous improvement of customer advocacy measures
• Drive AI/Digital adoption.
• Prepare and deliver territory plans to define account strategies and align resources
• Establish shared accountability with adjacent functions in key points of the customer journey including, but not limited to:
• Onboarding Specialists to ensure new customers are systematically introduced into Genesys and begin to realize value as rapidly as possible
• Professional Services to ensure that implementations progress smoothly to go-live
• Renewal Managers to drive strong forecasting and renewal practices that deliver high retention rates and growth of recurring revenue
• Sales to identify cross-sell/up-sell opportunities and drive incremental bookings
• Ad-hoc duties as directed by Management
• Take on and assist in driving internal strategic initiatives and continuous improvement programs.

You’ll Bring

• 7 plus years experience in a technology-related field
• Bachelor’s Degree in a technology or business-related field
• Familiarity with CX (industry and technology) to drive consultative approach to customer interactions.
• Has been exposed and successfully worked with customers to deliver AI/Digital solutions.
• Strong ability to build relationships and proactive engagement using digital touch capabilities
• Ability to manage/multi-task multiple actions across assigned customer base
• Excellent interpersonal, presentation skills – both written and verbal
• Positive attitude and high willingness to learn
• Leadership profile that unifies, influences, and inspires cross-functional teams to meet the changing needs of customers
• Experience with productivity tools including PowerPoint/Excel/Word, CRM tools such as Salesforce and Gainsight, and on-line communities and social media platforms

Please note: Genesys will not accept resumes from agencies for this role.

To be eligible to apply for this role you must have work rights in Singapore.

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. 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, visitwww.genesys.com.

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.

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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.