Manager, Renewal Analytics and Insights

United States, Utah, Salt Lake City

Jan 20, 2026

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.

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.

• 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

• 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

• 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

• 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

• 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

• 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

• 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

• 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

This role has a market‑competitive salary with an…