Business Finance Manager - Customer Success

Genesys is hiring a Business Finance Manager to support its Customer Success organization. The role turns financial and operational data into insights for retention strategies, planning, performance management, and executive decision-making, while advancing AI-enabled analytics and reporting.

Responsibilities:

• 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

Requirements:

• 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 analytical processes that improve visibility and decision support