Customer Retention Program Manager
Customer Retention Program Manager
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$ 148100 - 274900
1 Vacancy
Job Description
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 AIpowered 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 6000 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 longterm customer success across our Genesys Cloud customer base. If youre an experienced program manager with a deep understanding of SaaS renewals and a passion for datadriven 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 seniorlevel 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 crossfunctional alignment improve internal processes and create impactful datadriven retention strategies that support our revenue goals.
Key Responsibilities:
- Strategic Retention Program Leadership:
Lead the design development and of highimpact 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 DataDriven 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 retentionrelated 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 customerfacing 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 attritionrelated retention metrics and analyze program performance and iterate on strategies based on outcomes and feedback from internal stakeholders.
Qualifications:
- Education:
Bachelors 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 retentionfocused roles preferably within a SaaS or cloudbased 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 crossfunctional 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 Gainsight).
- Strong command of SaaS metrics including Net Revenue Retention (NRR) Churn Customer Lifetime Value (CLV) and Renewal Rates.
- Exceptional problemsolving communication and facilitation skills with a track record of driving strategic initiatives in complex matrixed environments.
- Highly collaborative with the ability to navigate and influence across various functions and levels of the organization.
Why Join Us at Genesys
- Leadership Impact: This is an opportunity to shape and execute highimpact retention strategies at a senior level driving tangible outcomes for the business.
- Collaborative Environment: Youll work alongside some of the brightest minds in customer success analytics and product teams all focused on delivering customer value and achieving mutual success.
- Growth & Development: Join a dynamic fastpaced company with a commitment to innovation and growth. At Genesys we invest in our people and provide the tools and support necessary to grow your career.
- CustomerCentric Culture: Were passionate about customer success and we want you to be a part of that mission.
Compensation:
This role has a marketcompetitive salary with an anticipated base compensation range listed below. Actual salaries will vary depending on a candidates experience qualifications skills and location. This role might also be eligible for a commission or performancebased bonus opportunities.
$148100.00 $274900.00Benefits:
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:
If a Genesys employee referred you please use the link they sent you to apply.
About Genesys:
Genesys empowers more than 8000 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 AIpowered 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. Visit.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying you or someone you know may reach out to You can expect a response from someone within 2448 hours. To ensure we set you up with the best reasonable accommodation please provide them the following information: first and last name country of residence the job ID(s) or (titles) of the positions you would like to apply and the specific reasonable accommodation(s) or modification(s) you are requesting.
This email is designed to assist job seekers who seek reasonable accommodation for the application process. Messages sent for nonaccommodationrelated issues such as following up on an application or submitting a resume may not receive a response.
Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race color age religion sex sexual orientation gender identity or expressionmarital status domestic partner statusnational origin genetics disabilitymilitary andveteran status and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
Required Experience:
Manager
Employment Type
Full-Time
