Sr. Manager, Renewal Analytics & Insights

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. About the Role The Senior Manager, Renewal Analytics & Insights is a strategic individual contributor role within the Renewal Center of Excellence (CoE). This role owns the data-driven operating model for renewals ensuring that operational KPIs, predictive signals, and insights are embedded into daily workflows, systems, and decision-making. The role partners cross-functionally to standardize, scale, and continuously improve renewal execution, enabling proactive risk mitigation and consistent global performance. Key Responsibilities Own and evolve the data-driven operating model for renewals, ensuring KPIs and insights directly influence prioritization, routing, and execution behaviors across regions. Define and maintain global renewal operational KPIs, dashboards, and insight narratives (cycle time, exceptions, workflow adherence, automation impact, deal quality, operational risk indicators). Establish and govern a scalable renewal analytics dataset and metric definitions, ensuring consistency, data quality, and trusted reporting across systems and regions. Develop and operationalize early warning systems to identify renewal risk and opportunity 90–180 days in advance. Analyze drivers of renewal performance to identify root causes, systemic bottlenecks, and opportunities for process and execution improvement. Measure and track the impact of playbooks, workflow changes, automation, and pricing tools; establish closed-loop feedback mechanisms for continuous improvement. Establish global standards for renewal metrics, segmentation logic, and insight consumption; enforce consistency through CoE governance. Partner with Systems & Automation to define requirements for workflow automation, digital renewal motions, and system enhancements based on operational insights. Collaborate with Finance by providing operational drivers and risk signals to support forecast quality and alignment with financial metrics (without owning financial reporting). Lead enterprise-level insight narratives for executive forums (Renewal Excellence Council, QBRs), connecting operational signals to risks, outcomes, and recommended actions. What We’re Looking For Required Qualifications 7–10+ years of experience in analytics, strategy, operations, or related roles in SaaS or technology environments. Strong analytical and problem-solving skills with ability to translate complex data into clear, actionable insights. Deep understanding of SaaS renewal motions, retention drivers, and customer lifecycle dynamics. Experience building and managing scalable datasets, data models, and reporting frameworks. Advanced proficiency in SQL and Excel/Sheets; experience with BI tools such as Tableau, Power BI, or Looker. Experience working with predictive analytics, scoring models, or operational intelligence frameworks. Ability to connect operational metrics to business outcomes and influence decision-making without formal authority. Strong executive communication and storytelling skills—ability to simplify complex insights into clear narratives. Experience working in cross-functional environments (Finance, CS, Sales, Systems, Product). High ownership mindset with ability to operate independently and drive initiatives end-to-end. Strong attention to detail with a focus on data accuracy, governance, and standardization. Why Join Us? Work with an industry leader transforming how companies interact with their customers. Join a culture that values curiosity, ownership, empathy, and collaboration. Grow your career with world-class enablement, leadership development, and advancement opportunities. Help shape a team that plays a mission-critical role in Genesys' customer and revenue success story. 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. $138,800.00 - $244,000.00 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] . 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.

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