Senior Manager, Digital Lead at Genesys

Senior Manager of Digital Lead responsible for building AI‑powered customer experiences across the APAC Digital Accounts segment, leading a team of Customer Success Managers, and shaping the end‑to‑end customer journey.

• 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 opp...