Customer Retention Program 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.

Job Title: Customer Retention Program Manager – Renewals
Location: Remote
 

Position Overview:

We are currently seeking a Customer Retention Program Manager to lead our efforts in reducing churn and driving long-term customer success across our Genesys Cloud customer base. If you're an experienced program manager with a deep understanding of SaaS renewals and a passion for data-driven retention strategies, we want to hear from you.

As the Customer Retention Program Manager – Renewals, you will be at the forefront of shaping and executing retention strategies across our customer base. This senior-level role will require you to design scalable programs that empower Customer Success Managers (CSMs), Renewal Managers, and other Customer Success teams to proactively identify retention risks, mitigate churn, and secure successful renewals. You will leverage your expertise to drive cross-functional alignment, improve internal processes, and create impactful, data-driven retention strategies that support our revenue goals.

Key Responsibilities:

• Strategic Retention Program Leadership:
  Lead the design, development, and execution of high-impact retention programs that reduce churn and maximize renewal outcomes. Work closely with CSMs, Renewal Managers, and other Customer Success teams as needed, to ensure they are equipped with the tools, insights, and strategies needed to drive predictable insights and risk remediation campaigns. .
• Advanced Data-Driven Insights:
  Use advanced analytics to assess customer health metrics, identify churn risks, and provide actionable insights that influence retention strategies. Collaborate with data science and analytics teams to enhance churn prediction models and improve the accuracy of early risk detection.
• Process Optimization & Continuous Improvement:
  Drive the optimization of retention-related workflows to ensure efficiency, accountability, and consistency. Take a proactive approach in identifying process gaps and lead efforts to improve handoffs and internal collaboration across teams involved in the renewal cycle.
• Senior Leadership Collaboration:
  Provide regular strategic updates to senior leadership, reporting on retention trends, customer health, and proposed strategies. Deliver comprehensive insights and recommendations based on data to help refine retention strategies and drive better business outcomes.
• Team Enablement & Coaching:
  Work closely with enablement teams to create and deliver advanced retention training for customer-facing teams. Empower CSMs and Renewal Managers with resources that enhance their ability to engage with customers effectively and close renewals with confidence.
• Renewal Metrics & Reporting:
  Own the tracking and reporting of key attrition-related retention metrics and analyze program performance and iterate on strategies based on outcomes and feedback from internal stakeholders.

Qualifications:

• Education:
  Bachelor's degree in Business, Marketing, or a related field. Advanced certifications or an MBA is a plus.
• Experience:
  • 10+ years of experience in program management, customer success, or retention-focused roles, preferably within a SaaS or cloud-based environment.
  • Proven track record of successfully designing and leading customer retention strategies that directly impact renewal outcomes, NRR, and overall customer satisfaction.
  • Significant experience working closely with teams such as Renewal Managers, CSMs, Sales, and Customer Advocacy.
  • Demonstrated expertise in using data and analytics to drive decisions and influence business outcomes.
• Skills & Competencies:
  • Expert in leading cross-functional teams to achieve business objectives, with the ability to influence senior leadership and align diverse teams on common goals.
  • Advanced proficiency in data visualization tools (e.g., Tableau, Power BI) and CRM platforms (e.g., Salesforce,