Senior Manager, Digital Lead
Core
Lead a team of Customer Success Managers to drive adoption, retention, and growth for Genesys's AI-powered experience orchestration platform in the APAC region.
Role type
Senior Manager, Customer Success (SaaS)
Builds
Customer success programs, digital engagement models, and retention strategies for enterprise clients.
Domain
SaaS / Customer Experience (CX) / AI
Deliverable
client delivery
Required skills
Customer Success leadership, SaaS renewals and expansion, data-driven portfolio management, cross-functional alignment, risk management, team coaching
Preferred skills
APAC regional leadership, India sub-region experience, CX platform expertise, scaling digital-first engagement models
Technologies
Gainsight, Tableau, Experience Index, Salesforce, GenAssist
Responsibilities
Lead and mentor a team of CSMs across APAC and India; execute digital-first customer success strategies; monitor customer health and adoption trends; establish standardized success practices; drive proactive risk management and renewal execution; collaborate with Sales and Professional Services for expansion; foster a culture of accountability and strategic thinking.
Seniority
Senior, hands-on IC with leadership responsibilities