Manager, Renewal Analytics and Insights

Genesys•Washington, NV

22h

About The Position

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.

Requirements

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

Nice To Haves

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

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