Senior Customer Success Manager
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.
Customer Success is changing - and we’re looking for someone who wants to help shape what comes next.
As an Enterprise Customer Success Manager, you’ll work with some of our most important customers across Malaysia and Singapore, becoming a genuine strategic partner to their business. This isn’t about simply managing accounts or driving adoption. It’s about understanding what customers are trying to achieve and turning technology - particularly AI - into measurable business outcomes.
You’ll operate at the intersection of business, technology and transformation: helping customers identify where Genesys can create value, building the success strategy to get there, and bringing together the right people and expertise to turn that strategy into action.
Key Responsibilities (but not limited to...)
Own the success strategy for a portfolio of enterprise customers, understanding their business priorities, CX strategy and desired outcomes and translating these into actionable plans.
Build trusted relationships with senior stakeholders, bringing insight and perspective to customer conversations and connecting Genesys capabilities to their strategic priorities.
Drive measurable customer value, connecting adoption and technology outcomes to the business results that matter to the customer.
Help customers navigate the opportunities created by AI, identifying meaningful use cases and understanding the business and change considerations required to successfully introduce AI.
Orchestrate the broader Genesys relationship, bringing together Sales, Professional Services, Solution Consulting, Support, Product and partners around customer priorities.
Identify opportunities to deepen and expand customer relationships, recognising new business challenges and partnering with Sales and our Partners to translate these into growth opportunities.
Maintain a clear view of customer health, risk and opportunity, proactively addressing barriers to success and leading meaningful executive engagements focused on outcomes, value and what comes next.
Minimum Requirements
Proven experience working with complex enterprise customers in Customer Success, enterprise technology, consulting, account management or a related customer-facing role.
Strong business acumen and the ability to connect technology to measurable customer outcomes.
Strong executive presence and the ability to build credibility with senior business and technology stakeholders.
Commercial awareness and an understanding of how customer value, adoption, retention and growth are connected.
Curiosity about AI and emerging technology and its practical application to business.
Ability to think strategically while taking ownership of execution.
Strong communication, presentation and storytelling skills.
Ability to work independently and orchestrate cross-functional teams in complex customer environments.
Preferred requirements
Experience within Customer Experience (CX), Contact Centre, SaaS, Cloud or enterprise software.
Experience with AI, automation or digital transformation initiatives.
Experience working with enterprise customers across Malaysia, Singapore or the broader Asia region.
Familiarity with Genesys or comparable enterprise CX technologies is advantageous.
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.
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
Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.
Get notified about relevant opportunities.
Be the one building what's next - where AI, experience and impact come together.
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. Genesys Cloud™ is the Agentic Orchestration Platform that securely connects people, systems, data and AI across the enterprise with built-in governance and control. 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.ai.
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[email protected].
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.