Business Finance Manager - Customer Success

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Customer retention, renewal performance, and Customer Success economics are critical drivers of Genesys Cloud growth. As Finance Manager supporting the Customer Success organization, you will turn financial and operational data into insights that help senior leaders understand customer behavior, strengthen retention strategies, and make informed investment decisions. You will partner across Finance and Customer Success to influence planning, performance management, and executive decision making, with visibility into renewals, retention, pipeline, ARR, and the economics of Technical Account Manager programs.

The role also provides an opportunity to expand how Strategic Finance uses AI, analytics, and automation to improve reporting quality, accelerate insights, and scale decision support. Your work will give you exposure to enterprise priorities and senior leadership while helping Genesys teams collaborate with empathy, think ambitiously, and create better experiences for customers.

• Drive monthly renewal and retention analytics that surface customer behavior trends, performance drivers, and actionable insights for Customer Success and executive leadership
• Deliver weekly Customer Success sales opportunity pipeline insights that improve leadership visibility into performance, risks, and emerging opportunities
• Analyze customer behavior and financial data to answer strategic business questions and inform Customer Success priorities, resource decisions, and retention strategies
• Lead financial support for annual renewal target planning, connecting historical performance, business assumptions, and customer trends to actionable targets
• Oversee financial performance and P&L visibility for Technical Account Manager programs, identifying trends and insights that support sustainable investment decisions
• Own the Customer Success Finance web portal for the Chief Customer Officer, ensuring leaders have clear, timely access to relevant financial and operational insights
• Advance the use of AI tools, including Claude and other emerging capabilities, to automate analysis, strengthen reporting, and expand the scale and quality of Strategic Finance insights
• Partner with Customer Success, Finance, and senior leaders to drive alignment on key SaaS metrics, translate complex analysis into clear recommendations, and improve business decision making

• 6+ years of experience in Finance, Strategic Finance, FP&A, Consulting, or a related analytical discipline
• Strong understanding of revenue and SaaS business metrics, including renewals, retention, pipeline, and ARR
• Demonstrated ability to translate complex financial and operational data into clear insights and recommendations for business leaders
• Proven experience managing multiple priorities independently while maintaining strong analytical rigor and attention to detail
• Excellent communication and stakeholder management skills, with the ability to frame strategic questions and influence cross-functional decision making
• Experience using AI-powered tools to improve analysis, reporting, automation, or productivity
• Strong record of collaboration, curiosity, sound judgment, and empathy when working across teams and with senior stakeholders

• Experience in a SaaS, cloud software, subscription, or recurring revenue business
• Proficiency with SQL, Tableau, Snowflake, or comparable data querying, analytics, and visualization tools
• Experience supporting Customer Success, renewals, retention, or other customer lifecycle organizations
• Background developing scalable reporting or…