Senior Manager, Digital Lead

As the Senior Manager of Digital Lead, you'll lead a team of Customer Success Managers (CSMs) responsible for driving customer adoption, value realization, retention, and growth across our APAC Digital Accounts segment. This role is ideal for a strategic leader who thrives in a digital first environment, combining automation, AI insights, and scalable success programs with human engagement where it matters most.

In addition to looking after the Digital Account Segment across APAC you will also be responsible for leading and working with your team of CSMs for the India sub region as they advocate and champion their customers journeys and orchestrate the right strategies, products, and services to help customers rapidly realize their business outcomes.

The Senior Manager works closely with leaders from other Genesys functions to ensure a One Genesys approach to customer success. You'll play a critical role in shaping the end -to-end customer journey, partnering closely with cross -functional teams to deliver measurable results and long -term customer loyalty.

Key Responsibilities for leading Digital CS across APAC include (but not limited to):

• Lead and mentor a team of Customer Success Managers across APAC Digital Customer Success and the Customer Success India Enterprise Segment, driving accountability for adoption, value realization, retention, and expansion outcomes

• Own and execute a digital-first customer success strategy, enabling AI-driven self-service, automation, and scalable engagement models to improve Net Revenue Retention and customer outcomes

• Drive programmatic adoption of digital and AI capabilities, including pipeline creation across Professional Services, education, and expansion opportunities

• Monitor customer health, risk signals, adoption trends, and expansion opportunities using platforms such as Gainsight, Tableau, Experience Index, Salesforce, and GenAssist, and activate timely interventions

• Establish and scale standardized customer success practices, operating models, and engagement frameworks across the portfolio

• Lead the India Customer Success sub-region, providing executive oversight, coaching, and alignment on consistent success management approaches and customer success planning

• Enable teams to develop and execute Customer Success Plans that align Genesys solutions with customer business objectives, KPIs, and value drivers

• Drive proactive risk management strategies to mitigate churn and convert risks into retention and growth opportunities

• Partner with Renewals teams to strengthen forecasting, renewal execution, and recurring revenue growth

• Collaborate with Sales and partner teams to identify and accelerate cross-sell and upsell opportunities, contributing to incremental bookings

• Work closely with Onboarding Specialists, Professional Services, and Support teams to ensure smooth implementations and rapid time to value

• Foster a culture of empathy, accountability, and strategic thinking, developing talent through structured coaching, performance reviews, and career progression planning

Required Qualifications:

• 9+ years of experience in Customer Success within a SaaS environment, including leadership of high-performing teams

• Proven track record of managing renewals, driving retention, and delivering expansion outcomes at scale

• Demonstrated experience leading digital or enterprise customer portfolios using data-driven methodologies

• Strong leadership capability to influence and align cross-functional teams across complex organizational environments

• Experience using customer success and analytics platforms such as Gainsight, Salesforce, Tableau, Experience Index, or similar tools

• Strong analytical and problem-solving skills, with the ability to translate customer data into actionable insights and business outcomes

• Excellent communication and interpersonal skills, with the ability to engage effectively across diverse stakeholders and executive audiences

• Bachelor's degree in business, technology, or a related field

Preferred Qualifications:

• Experience leading Customer Success teams across APAC and managing regional or sub-regional structures such as India

• Strong understanding of Customer Experience (CX) platforms and cloud technologies, with the ability to apply a consultative approach

• Experience scaling digital-first customer engagement models using AI, automation, and data-driven insights

• Proven ability to develop high-performing teams, foster collaboration, and build a culture of accountability and growth

• Experience identifying and expanding opportunities across the customer lifecycle, including pipeline development and portfolio growth

• Proficiency with productivity and collaboration tools such as PowerPoint, Excel, CRM systems, and digital engagement platforms

• Ability to operate effectively in a dynamic, fast-evolving environment with a resilient and adaptable mindset

• Willingness to travel up to 30 percent as required

Please note that Genesys will not accept resumes from agencies at this time.

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