Why This Job is Featured on The SaaS Jobs
This Senior Manager, Digital Lead role sits at a mature, enterprise SaaS provider where customer success is tightly linked to recurring revenue outcomes. The remit spans APAC digital accounts and an India sub-region, signalling a scaled go to market model that blends tech enabled engagement with executive level stakeholder management. The emphasis on AI powered orchestration and measurable value realization reflects where the SaaS category is heading as platforms move from feature delivery to outcome delivery.
For SaaS operators, the career value is in building repeatable systems for adoption, retention, and expansion across a large portfolio. Leading a digital first CS motion requires fluency in health scoring, lifecycle analytics, and cross functional operating rhythms with Sales, Renewals, Services, and Support. Experience with tooling such as Gainsight, Salesforce, and Tableau also translates well across SaaS businesses that are standardising on similar stacks to scale customer outcomes.
This role best suits a seasoned CS leader who prefers structured programs, data informed decisions, and portfolio management over purely relationship led account work. It will appeal to professionals who enjoy coaching managers, aligning multiple teams to a single customer journey, and working across geographies where consistency and local execution both matter.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
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 leadership capability to influence and align cross-functional teams across complex organizational environments
Experience using customer success and analytics platforms such as Gainsight, Salesforce, Tableau, Experience Index, or similar tools
Strong analytical and problem-solving skills, with the ability to translate customer data into actionable insights and business outcomes
Excellent communication and interpersonal skills, with the ability to engage effectively across diverse stakeholders and executive audiences
Bachelor’s degree in business, technology, or a related field
Preferred Qualifications:
Experience leading Customer Success teams across APAC and managing regional or sub-regional structures such as India
Strong understanding of Customer Experience (CX) platforms and cloud technologies, with the ability to apply a consultative approach
Experience scaling digital-first customer engagement models using AI, automation, and data-driven insights
Proven ability to develop high-performing teams, foster collaboration, and build a culture of accountability and growth
Experience identifying and expanding opportunities across the customer lifecycle, including pipeline development and portfolio growth
Proficiency with productivity and collaboration tools such as PowerPoint, Excel, CRM systems, and digital engagement platforms
Ability to operate effectively in a dynamic, fast-evolving environment with a resilient and adaptable mindset
Willingness to travel up to 30 percent as required
Please note that Genesys will not accept resumes from agencies at this time.
To be eligible to apply for this role you must be legally permitted to work in Singapore.
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Working at Genesys
- AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
- A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
- Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
- Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
- Recognized globally – Genesys is Great Place to Work®certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.
Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.
What Happens After You Apply
After you apply, here's what you can typically expect:
- Our Talent Acquisition team reviews your application with the hiring team.
- A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.
- Next, you'll meet the hiring manager and other members of the interview team.
- We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.
- After interviews are complete, our team will follow up with the final steps.
Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.
Stay Connected
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Employee Referral
If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.
This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.
Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
