Senior Manager, Digital Lead

About the role

Genesys is looking for a Senior Manager, Digital Lead to head a team of Customer Success Managers across the APAC Digital Accounts segment. You will drive adoption, value realization, retention and growth for enterprise customers, leveraging AI‑powered, digital‑first engagement models.

Key responsibilities

• Lead, mentor and hold accountable a regional team of CSMs delivering adoption, retention and expansion outcomes.
• Design and execute a digital‑first customer success strategy that incorporates AI‑driven self‑service, automation and scalable engagement.
• Drive programmatic adoption of digital and AI capabilities, creating pipelines for professional services, education and expansion.
• Monitor customer health, risk signals and adoption trends using Gainsight, Tableau, Experience Index, Salesforce and GenAssist, and trigger timely interventions.
• Standardise customer success practices, operating models and engagement frameworks across the APAC portfolio.
• Provide executive oversight and coaching for the India sub‑region, ensuring consistent success planning.

Required profile

• Proven leadership experience in customer success or account management within a SaaS or AI‑focused environment.
• Strong analytical mindset with ability to interpret data and drive data‑based decisions.
• Excellent communication and stakeholder management skills across cross‑functional teams.
• Track record of improving net revenue retention and reducing churn.

Required skills

• Gainsight
• Tableau
• Salesforce
• GenAssist