Renewal Manager

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.

Role Overview:Drive the continuity and growth of recurring revenue across an established customer base by owning the full renewal lifecycle and influencing long term customer value. This role shapes how enterprise customers sustain and expand their investment in Genesys Cloud, directly impacting retention, expansion, and customer experience outcomes at scale. You will operate at the intersection of revenue strategy, customer success, and sales execution, partnering cross functionally to secure renewals, mitigate churn risk, and uncover expansion opportunities. At Genesys, we are redefining how organizations deliver empathetic, AI powered customer experiences, and this role plays a critical part in ensuring customers realize continuous value from that transformation. You will gain visibility across enterprise accounts, contribute to revenue predictability, and build expertise in subscription economics and customer lifecycle strategy.

Key Responsibilities:

• Own the end to end renewal lifecycle, ensuring timely and accurate execution of renewal contracts prior to expiration

• Drive predictable recurring revenue by meeting or exceeding quarterly and annual retention and booking targets

• Forecast renewal outcomes with accuracy, providing clear visibility into in quarter and future revenue performance

• Identify and mitigate churn risk early by developing and executing proactive retention strategies across at risk accounts

• Influence customer outcomes by aligning renewal strategies with usage trends, adoption signals, and business value realization

• Partner with Customer Success and Sales to drive expansion through upsell, cross sell, and add on opportunities

• Lead renewal negotiations, ensuring alignment with pricing strategy, governance policies, and contractual standards

• Optimize revenue outcomes by managing customer transitions between platforms and minimizing disruption to recurring revenue streams

• Resolve escalations and complex customer scenarios with a focus on retention, trust, and long term partnership value

• Validate licensing and entitlement accuracy to ensure compliance and eliminate revenue leakage

Required Qualifications:

• 5+ years of experience in renewals, account management, or quota carrying sales roles within a global technology organization

• Proven track record of achieving or exceeding retention, renewal, or revenue targets

• Strong ability to forecast revenue accurately and manage pipeline visibility across multiple accounts

• Demonstrated expertise in negotiation, conflict resolution, and stakeholder management across customer and internal teams

• Experience working with subscription based business models and recurring revenue frameworks

• Excellent written and verbal communication skills in English

• Ability to manage multiple priorities, navigate ambiguity, and operate with a high level of accountability

• Bachelor’s degree or equivalent professional experience

Preferred Qualifications:

• Experience in SaaS, cloud platforms, or customer experience technology environments

• Background in roles such as Customer Success Manager, Account Executive, SDR, or BDR

• Familiarity with usage analytics, customer health metrics, and renewal risk modeling

• Demonstrated ability to identify and drive expansion opportunities within existing accounts

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.  

$33.99 - $59.76

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 reasonable.accommodations@genesys.com.

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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.