Mgr. Customer Renewals

UKG•,

9h•$83,500 - $119,050

About The Position

The Manager, Renewals leads a team of Renewal Managers and owns a focused portion of the renewals business, comprising approximately $125 million to $400 million in annual contract revenue across approximately 2,000 customer renewals. This operational leadership role is closely connected to customers and frontline execution. The manager translates organizational strategy into clear priorities, establishes operating rhythms, removes obstacles, and helps the team deliver consistent renewal results. The role is accountable for renewal outcomes, talent development, and team engagement. It includes coaching and performance management, customer escalation ownership, analysis of renewal performance and risk, hiring and onboarding, and collaboration with Sales, Customer Success, and leadership. The position also supports the continued development of Renewal Managers as renewal leaders and subject-matter experts.

Requirements

5+ years of sales or renewals experience in enterprise software as a service.
3+ years of experience managing individual contributors or leading a team of 8 or more.
Proven record of achieving or exceeding individual quota and/or team targets.
Comfort working with performance metrics, forecasts, and accountability measures.
Strong coaching and people leadership skills, including experience developing talent, providing feedback, and conducting performance conversations.
Deep understanding of renewals, including renewal rates, churn, customer lifecycle, forecasting practices, and the mechanics of closing deals.
Excellent communication and interpersonal skills, with the ability to influence peers and cross-functional partners.

Nice To Haves

Ability to read performance data, identify trends, and diagnose root causes.
Customer-focused approach, strong work ethic, and willingness to take timely action.
Bachelor’s degree.

Responsibilities

Own renewal outcomes for the assigned portfolio and lead the team to achieve or exceed renewal rate, linearity, multi-year attach, and uplift targets.
Lead, coach, and develop Renewal Managers through one-on-one meetings, real-time feedback, skill development, and clear performance expectations.
Establish operating standards and team rhythms, including weekly forecast reviews and monthly business reviews.
Partner with Sales and Customer Success leaders to strengthen collaboration and renewal strategies.
Ensure Renewal Managers have the context, resources, and support needed to serve customers effectively.
Own team escalations and work with Renewal Managers and cross-functional partners to resolve customer issues, protect relationships, and recover opportunities.
Track early indicators of renewal risk and opportunity, and diagnose why deals succeed or fall short.
Coach Renewal Managers on coverage strategy, customer prioritization, customer engagement, and renewal discussions.
Identify skill gaps, process inefficiencies, and coaching needs; provide targeted support or escalate issues to the Director when appropriate.
Use performance analytics, including actual results versus targets, operational hygiene, and early risk indicators, to guide decisions and communicate with leadership and the team.
Hire and onboard Renewal Managers and support their ramp and early success.
Recognize strong performance, provide candid and constructive feedback, and address performance concerns fairly and directly.
Build an environment where people can do their best work, take ownership of outcomes, and continue developing as renewal leaders and subject-matter experts.
Identify and develop high-potential Renewal Managers for future management or senior individual contributor opportunities.
Build effective working relationships with Sales and Customer Success peer leaders to support smooth handoffs and consistent collaboration.
Share customer insights, team feedback, and operational obstacles with the Director and peers.