Senior Manager, Customer Success (Digital Lead)
Core
Lead end-to-end Customer Success strategy for the APAC Digital Accounts segment, driving adoption, retention, and expansion for ~1,000 enterprise customers using AI-powered orchestration.
Role type
Senior Manager, Customer Success (Digital Lead)
Builds
AI-driven customer engagement and automation programs for enterprise clients
Domain
SaaS / Customer Experience (CX) / AI
Deliverable
production ML models
Required skills
Customer Success leadership, SaaS renewals & expansion, digital strategy, data-driven methodologies, cross-functional influence, analytics platform proficiency
Preferred skills
APAC/Philippines market experience, CX platform expertise, AI/automation scaling, team development, cross-sell/upsell execution
Technologies
Gainsight, Tableau, Experience Index, Salesforce, GenAssist
Responsibilities
Lead and mentor APAC Digital Customer Success team; execute digital-first success strategy; monitor customer health and activate interventions; establish standardized success practices; partner with regional leaders for alignment; act as senior in-country presence in Philippines; drive risk management and churn mitigation; collaborate on renewals, sales, and onboarding; develop talent and culture; enable customer advocacy programs
Seniority
Senior, hands-on IC with team leadership