Senior Director Customer Renewals

UKG • ,

2d • $163,900 - $235,550

About The Position

As a Senior Director of Customer Renewals in the UKG Customer Experience (CX) organization, you will lead the strategy and execution of the customer renewal lifecycle, including Renewal Negotiations, Offboarding, and Credits & Concessions. You are responsible for protecting UKG’s installed customer base by balancing retention, customer experience, and financial outcomes. This role requires strong cross-functional leadership across Customer Success, Sales, Finance, Legal, Product, and Support to drive aligned, timely decisions. Your role is not technical. The ability to translate complex contractual and operational scenarios into clear business outcomes is critical. You will ensure renewal and termination experiences are executed with speed, consistency, and transparency, while mitigating risk and improving retention. A successful leader in this role brings strong operational discipline, decision-making, and the ability to influence at all levels to drive measurable outcomes.

Requirements

• 10+ years of experience in Customer Success, Renewals, Account Management, or related field
• 5+ years of experience in a leadership role managing teams and/or leaders
• Experience managing complex customer scenarios, including contract negotiations and terminations
• Proven experience leading renewals, retention, or revenue-focused functions in a SaaS or similar environment
• Strong business and financial acumen, including experience managing trade-offs between customer experience and company objectives
• Ability to lead cross-functional initiatives and influence stakeholders across multiple organizations
• Experience with CRM and reporting tools (e.g., Salesforce)

Nice To Haves

• Experience in HCM, Payroll, or Human Capital Management solutions
• Ability to work east coast or central time zone shift
• Experience with leveraging AI to streamline and automate processes
• Experience leading both retention and offboarding/termination functions
• Track record of driving process transformation and operational scale in high-volume environments
• Experience managing concession strategies or financial governance models
• Strong executive presence with experience presenting to senior leadership
• Experience leveraging data and analytics to drive decision-making and performance improvements

Responsibilities

• Lead the end-to-end Customer Offboarding Process, including Renewal Negotiations, Offboarding team and Concessions
• Drive retention by reducing churn and improving save outcomes across mid-term and termination scenarios
• Ensure timely execution of renewals, concessions, and terminations, reducing overall cycle times
• Establish governance over concessions to align with financial targets and risk management
• Oversee offboarding to ensure accurate, compliant, and efficient customer account closure
• Partner cross-functionally to evaluate and execute contract changes driven by business or customer needs
• Standardize and improve processes to increase efficiency, consistency, and customer experience
• Monitor performance through key metrics including retention, concession spend, and transaction timelines
• Identify drivers of churn and concessions; implement improvements to mitigate future risk
• Build and lead high-performing teams with strong accountability and results focus

Benefits

• flexibility that’s real
• benefits you can count on
• a team that succeeds together
• performance-based bonus plan
• restricted stock unit awards
• Learn more about UKG’s benefits and rewards at https://www.ukg.com/about-us/careers/benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed