Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Job Summary

The Manager, Renewal Analytics & Insights delivers actionable operational intelligence that improves renewal execution, predictability, and retention outcomes across the business. This role owns renewal operational KPIs, insights, and predictive analytics, and partners closely with Finance to align execution drivers with financial performance metrics such as Gross Revenue Retention and Net Revenue Retention. Sitting at the intersection of data, process, and execution, this leader translates customer signals, workflow performance, and deal dynamics into insights that help regional renewal teams prioritize effectively, mitigate risk earlier, and scale renewals efficiently. At Genesys, we are transforming the customer experience landscape with empathy, AI innovation, and global impact, and this role plays a critical part in enabling durable customer and revenue success.

Key Responsibilities

Operational KPIs, Dashboards, and Insights

• Own and evolve renewal operational KPIs and dashboards, including renewal cycle time, exceptions, workflow adherence, automation impact, deal quality, and operational risk indicators

• Deliver recurring insight narratives for executive leadership and regional teams, clearly articulating what is changing, why it matters, and recommended actions

Data Foundation and Metric Governance

• Define and maintain a scalable renewal analytics dataset or data mart in partnership with Renewal Systems and Automation and Customer Success Strategy teams

• Establish and govern operational metric definitions, data quality checks, and consistent reporting logic to ensure trusted, decision-ready insights

Predictive Analytics, Health Scoring, and Prioritization

• Leverage existing predictive models such as renewal propensity and churn risk to identify risk and opportunity early in the renewal lifecycle

• Operationalize model outputs for regional teams through segmentation views, prioritization logic, risk triggers, and recommended actions

Performance Driver Analysis and Continuous Improvement

• Analyze drivers behind renewal performance and operational outcomes to identify root causes, bottlenecks, and systemic issues

• Measure the impact of playbooks, workflow changes, and automation initiatives, and recommend refinements using data-driven feedback loops

Cross-Functional Partnership and Executive Support

• Partner with Finance to support forecast quality by surfacing operational risks and execution drivers and aligning operational insights with Finance-owned financial metrics

• Provide analytics support for the Renewal Excellence Council, quarterly business reviews, and executive decision forums, including pre-reads, trend analysis, and action tracking

Required Qualifications

• 6 or more years of experience in analytics, operations analytics, customer success or renewal analytics, revenue operations, or a similar role within a SaaS or recurring revenue business

• Demonstrated success building operational KPI frameworks, dashboards, and executive-ready insights that influence frontline execution

• Advanced proficiency in SQL and Excel or Google Sheets, with experience using BI tools such as Tableau, Power BI, or Looker

• Proven ability to partner cross-functionally with Finance, Customer Success, Sales, and Systems teams

• Strong communication skills with the ability to translate complex data into clear recommendations and influence without formal authority

Preferred Qualifications

• Experience with predictive analytics or machine learning using tools such as Python or R, including model monitoring and iteration

• Familiarity with Gainsight or similar customer health platforms and Salesforce data concepts

• Strong understanding of SaaS renewal motions, commercial workflows, and contract lifecycle concepts

Why Join Genesys

• Work with an industry leader transforming how organizations engage with their customers

• Be part of a culture that values curiosity, ownership, empathy, and collaboration

• Grow your career through world-class enablement, leadership development, and advancement opportunities

• Help shape a team that plays a mission-critical role in Genesys’ customer and revenue success

Genesys is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Compensation:

This role has a market-competitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidate’s experience, qualifications, skills, and location. This role might also be eligible for a commission or performance-based bonus opportunities.  

Benefits:

• Medical, Dental, and Vision Insurance. 

• Telehealth coverage

• Flexible work schedules and work from home opportunities

• Development and career growth opportunities

• Open Time Off in addition to 10 paid holidays

• 401(k) matching program

• Adoption Assistance

• Fertility treatments

Click here to view a summary overview of our Benefits.

If a Genesys employee referred you, please use the link they sent you to apply.

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 [email protected].

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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.