Senior Director, Global Renewal Center of Excellence

Genesys

Senior Director responsible for the Global Renewal Center of Excellence at Genesys. Overseeing operational models, processes, and analytics to enhance customer retention and renewal strategies.

Posted 6/23/2026full-timeFlorida, North Carolina, Texas, Virginia • 🇺🇸 United StatesSenior💰 $189,000 - $332,400 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
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.
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.
Lead strategic initiatives focused on automation, digital engagement, process optimization, and operational scalability.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

renewal operating modelrenewal playbooksprocess standardspredictive analyticsKPI standardscustomer engagement modelsworkflow governanceautomationdigital engagementprocess optimization

Soft Skills

operational excellencecontinuous improvementdata-driven decision-makingcross-functional collaborationstrategic initiative leadershipactionable insightsorganizational performance improvementefficiency improvementcustomer experience enhancementrole clarity