Senior Manager, AI-Driven Customer Success APAC

Genesys

Singapore

On-site

SGD 180,000 - 240,000

Full time

14 days+

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Benefits offered by this job

Flexible work culture

Leadership development

Learning programs

Volunteer time off

Job summary

Genesys is seeking a Senior Manager of Digital Lead to steer APAC Digital Customer Success and the India Enterprise sub-region, championing a digital-first, AI-enabled approach. You will build and mentor a high-performing CS team, align customer journeys with business outcomes, and partner with sales, onboarding, and services to accelerate value realization.

You will drive data-driven engagement using Gainsight, Salesforce, Tableau and Experience Index, monitor health signals, and orchestrate

Qualifications

9+ years in Customer Success with leadership experience.
Proven renewals, retention, and expansion at scale.
Leading digital or enterprise customer portfolios using data-driven methodologies.
Ability to influence cross-functional teams across large organizations.
Experience using CX analytics platforms such as Gainsight, Salesforce, Tableau.
Strong analytical and problem-solving skills with translating data to insights.
Excellent communication across stakeholders and executives.
Bachelor''s degree in business, technology, or related field.

Responsibilities

Lead and mentor APAC Digital CS teams across APAC Digital Customer Success and India Enterprise Segment.
Own digital-first CS strategy with AI-driven self-service, automation, and scalable engagement.
Drive adoption of digital and AI capabilities across services and expansion opportunities.
Monitor health signals, risk signals, adoption trends, and expansion opportunities using CX platforms and intervene timely.
Establish standardized CS practices and engagement frameworks across the portfolio.
Lead India sub-region with executive oversight and alignment on CS approaches.
Enable teams to develop and execute Customer Success Plans aligning solutions with KPIs and value drivers.
Drive proactive risk management to mitigate churn and drive retention and growth.
Partner with Renewals to strengthen forecasting and renewals execution.
Collaborate with Sales and partners to identify cross-sell and upsell opportunities.
Work with Onboarding, Professional Services, and Support for smooth implementations and value delivery.
Foster empathy, accountability, and career progression through coaching and reviews.