Sr. Director, Global Renewal Center of Excellence

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Senior Director, Global Renewal Center of Excellence

Position Overview

The Senior Director, Global Renewal Center of Excellence (CoE) serves as the global operating model owner for the company's renewal engine. Reporting to the SVP of Global Renewal Management, this leader is responsible for designing, optimizing, and scaling the processes, governance, systems, and insights that enable predictable renewal performance across Genesys Cloud and other active platforms.

The role partners closely with Renewal Management regional teams, Customer Success, Finance, Revenue Operations, Renewal Quoting Operations, and Shared Services to establish globally consistent renewal practices, improve operational efficiency, and support retention outcomes. Through operational excellence, automation, analytics, and governance, the Senior Director enables regional teams to execute renewal strategies at scale while delivering a seamless customer experience.

Key Responsibilities

Renewal Center of Excellence Leadership

• Own and continuously improve the global renewal operating model, including renewal playbooks, role clarity, process standards, and best practices.
• Establish scalable frameworks that enable consistent renewal execution across regions while supporting local business requirements.
• Foster a culture of operational excellence, continuous improvement, and data-driven decision-making across the renewal organization.

Process Excellence & Automation

• Lead optimization of renewal lifecycle processes, customer engagement models, workflow governance, and cross-functional handoffs.
• Drive adoption of digital customer success capabilities, automation, Gainsight Renewal Center (RHC), and AI-enabled renewal workflows.
• Partner with operationally driven teams to improve efficiency, reduce manual effort, and enhance the customer experience.

Operational Insights & Risk Management

• Define and govern operational KPI standards, reporting frameworks, forecasting inputs, and renewal performance visibility.
• Establish renewal risk frameworks and predictive analytics capabilities that help identify and address retention risks proactively.
• Partner with Renewal Management, Customer Success, and Finance leaders to provide actionable insights, retention analysis, and operational recommendations.

Governance & Cross-Functional Leadership

• Lead global renewal governance, including the Renewal Excellence Council, QBR framework, and operational review cadence.
• Drive alignment across Renewal Management, Customer Success, Sales, Finance, Revenue Operations, and Shared Services on renewal processes and standards.
• Translate operational and customer insights into recommendations that improve renewal effectiveness and organizational performance.

Continuous Improvement & Transformation

• Lead strategic initiatives focused on automation, digital engagement, process optimization, and operational scalability.
• Champion adoption of new technologies, capabilities, and best practices that strengthen renewal execution.
• Benchmark industry trends and continuously evolve the renewal operating model to support business growth and changing customer needs.

Qualifications

Experience

• 12+ years of experience in SaaS renewals, customer success operations, revenue operations, sales operations, or related functions.
• Proven success designing and scaling global operating models, renewal programs, or centers of excellence across multiple regions.
• Strong knowledge of subscription business models, retention metrics (ARR, NRR, GRR), and platforms such as Salesforce, Gainsight, and related customer lifecycle technologies.

Core Competencies

• Strategic and operational leadership with experience building scalable, data-driven business processes.
• Strong analytical capabilities with expertise in KPI development, forecasting support, performance management, and operational insights.
• Exceptional cross-functional influence, change leadership, and executive communication skills.

Success Measures