Senior Manager, Digital Lead (Customer Success)

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. 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