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Genesys · 3 hours ago

VP, Renewal Management - North America

Texas, United States

Full-time

Hybrid

Director/Executive

$179K/yr - $333K/yr

12+ years exp

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. The Vice President of Renewal Management will lead the regional U.S. organization to optimize renewal rates, maximize customer retention, predict recurring revenue, and ensure long-term customer lifetime value across the Genesys subscription portfolio.

Artificial Intelligence (AI)Cloud ComputingSaaSSoftware

Work & Life Balance

Responsibilities

Define and execute the regional renewal strategy aligned with global vision, Experience as a Service principles, commercial initiatives, and regional market dynamics. Translate corporate goals into actionable plans that deliver measurable outcomes

Partner with Customer Success Management to forecast renewal rates accurately by month, quarter, and year. Identify risks and remediation paths while driving data-informed predictability and trend awareness

Own and exceed net revenue retention, gross renewal, and expansion revenue goals across all customer segments. Establish cadence to assess attrition risks, pricing trends, and actionable insights by platform and geography

Champion a customer-first renewal approach that ensures seamless experiences and measurable business value. Reinforce Genesys’ commitment to empathy-driven, outcome-focused engagement

Lead initiatives that leverage AI and automation to increase efficiency, predictability, and scalability in renewal operations. Ensure renewal economics align with customer value realization based on product adoption and utilization insights

Build and maintain a high-performance, inclusive culture rooted in accountability, learning, and operational excellence. Drive leadership succession planning, performance enablement, and capability building across the team

Collaborate with Sales, Customer Success, Finance, Deal Support, Legal, Product, and Operations leaders to integrate renewals into the broader customer lifecycle strategy. Enable alignment that drives both expansion or migration opportunities

Contribute to global renewal transformation initiatives and best-practice sharing across global peers and operations

Qualification

Renewal managementData analysisCustomer experience (CX)ForecastingRisk managementSalesforceTableauExecutive presentationCross-cultural collaborationMicrosoft OfficeCommunication skillsRelationship-buildingStrategic thinkingProblem-solvingTeam leadership