Business Finance Manager - Customer Success

Genesys Cloud Services, Inc.; Indiana (PA); Hybrid; USD 107,000 - 188,000; Full time

Benefits offered by this job

Medical Insurance

Telehealth

Remote-friendly

Career growth

Open PTO

401(k) matching

Adoption assistance

Fertility benefits

Job summary

Genesys seeks a Senior Financial Analyst for Customer Success finance to drive renewal analytics, revenue metrics, and strategic insights across the organization. You will partner with CS, Finance, and executives to translate data into actionable targets and support renewal planning.

The role requires expertise in SaaS metrics, BI tooling, and strong communication with senior stakeholders; remote-friendly work options are available.

Qualifications

• 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.

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

Skills

AI analytics

Stakeholder comms

Data storytelling

Finance knowledge

Attention to detail

Tools

SQL

Tableau

Snowflake

Job description

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.

Key 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

Required Qualifications

• 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

Preferred Qualifications

• 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

Compensation

$106,900.00 - $188,100.00

Benefits

• 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

Working at Genesys

• AI at enterprise scale - Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+new AI features were released in the last fiscal year.
• A flexible-first culture - Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era - Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back - Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally - Genesys is Great Place to Work certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

About Genesys

Genesys empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations

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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression,marital status, domestic partner status,national origin, genetics, disability,military andveteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.

Be the one building what's next - where AI, experience and impact come together.