Senior Manager, Renewal Management

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 Title: Senior Manager, Renewal Management

Senior Manager, Renewal Management

Location: Menlo Park, CA /Raleigh, NC / Remote

Full-Time

About the Role

At Genesys, we're reimagining customer experiences-and at the heart of that mission is our ability to retain and grow our existing customer relationships. We're seeking a Senior Manager, Renewal Management to lead a team of high-performing Renewal Managers focused on maximizing customer lifetime value through successful, data-driven, and customer-centric renewals.

You will serve as both a people leader and a strategic deal expert, responsible for driving predictable, recurring revenue outcomes while coaching your team to consistently deliver on performance, process excellence, and superior customer experience. This is a high-impact role that directly supports our net revenue retention goals and reinforces Genesys' reputation as a trusted growth partner to our customers.

What You'll Do

Lead a High-Performing Renewal Sales Team

• Coach and manage a small team of Renewal Managers responsible for executing renewal strategies across enterprise and mid-market accounts.
• Conduct weekly 1:1s, deal coaching sessions, and quarterly performance reviews with actionable development plans.
• Foster a culture of ownership, collaboration, continuous learning, and high-performance accountability.

Drive Predictable, Scalable Revenue Growth

• Own the team-level renewal bookings forecast, ensuring accuracy across in-quarter and forward-looking periods.
• Track renewal pipeline health, opportunity progress, and risk signals; hold team accountable for CRM hygiene and data integrity.
• Personally manage a small book of high-impact strategic renewals to model world-class execution and relationship management.

Strategic Renewal Execution & Customer Retention

• Guide the team in executing renewal plays aligned with customer outcomes, business value, and growth opportunities.
• Identify and resolve at-risk renewals through proactive remediation strategies and cross-functional collaboration.
• Ensure quotes are generated 150+ days before expiration and aligned with commercial governance, pricing policies, and customer contracts.

Enablement, Process, and Cross-Functional Collaboration

• Partner with Sales, Customer Success, Legal, Finance, Deal Desk, and Partners to accelerate complex or non-standard renewals.
• Deliver enablement programs tied to value selling, commercial negotiation, and effective use of renewal tools.
• Monitor key metrics such as quote cycle time, on-time renewals, attrition indicators, and partner renewal performance.

Champion a Customer-Centric, Value-Led Culture

• Ensure renewals are positioned as a strategic, outcome-based conversation-not just a transactional event.
• Reinforce the importance of customer goals, feedback loops, and long-term success across every renewal motion.
• Leverage insights to continuously refine team messaging, negotiation approach, and engagement models.

What We're Looking For

Required Skills & Experience

• 7+ years in SaaS renewal management, sales, customer success, or account management-3+ years in people leadership.
• Proven success in driving recurring revenue, retention, and expansion through strategic renewals.
• Deep understanding of SaaS financial models, pricing strategy, and customer lifecycle value.
• Strong negotiation skills and experience navigating multi-stakeholder renewal cycles.
• Forecasting and pipeline management expertise using tools like Salesforce and Clari (or similar).

Preferred Qualifications

• Experience with Genesys products or similar enterprise CX/CCaaS software.
• Familiarity with partner-led renewal programs and direct and indirect sales motions.
• Enablement or sales coaching experience in high-growth, high-scale environments.

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.

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

More details about our company benefits can be found at the following link:https://mygenesysbenefits.com

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

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries 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, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visitwww.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 andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.