Senior Manager, Customer Success (Digital Lead)

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. Shape how leading organizations across APAC adopt, scale, and realize value from Genesys Cloud by driving a digital-first, high-impact Customer Success strategy. This role leads the end-to-end success motion for the APAC Digital Accounts segment while acting as a senior in-country Customer Success presence in the Philippines, ensuring customers achieve measurable business outcomes through a combination of AI-driven engagement, automation, and targeted human interaction. At Genesys, you will help organizations deliver more empathetic, connected customer experiences at scale, directly influencing retention, growth, and long-term loyalty. You will operate at the center of customer strategy, partnering with senior leaders across Sales, Renewals, Product, Support, and Professional Services to deliver a unified, One Genesys experience. This role owns how customer journeys are orchestrated, from onboarding through expansion, ensuring consistent execution of scalable success programs while maintaining executive-level engagement for high-value moments. With visibility across enterprise initiatives and regional markets, you will drive alignment, influence strategy, and develop future leaders while advancing customer experience innovation across APAC. Primary accountability is the APAC Digital Customer Success portfolio and its outcomes. The in-country Philippines responsibilities complement, and do not replace, this core remit. Key Responsibilities (but not limited to): Lead and mentor a team of Customer Success Managers across APAC Digital Customer Success, covering a portfolio of approximately 1,000 customers across ANZ, ASEAN, Japan, Korea and India, and 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 Partner with the Asia, ANZ and other regional Customer Success leaders to deliver Digital Customer Success consistently across every APAC market, aligning programs, coverage and transitions between the Digital and Enterprise segments Act as a senior in-country Customer Success presence in the Philippines and a leader without formal authority, partnering with the Asia Customer Success leader, who owns Enterprise Customer Success across Asia including the Philippines, to support the local Enterprise team and customers Build relationships with Enterprise customers in the Philippines in coordination with the Asia Customer Success leader and account teams, supporting executive engagement, escalations and key customer moments as requested Enable the Digital team 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