Senior Director Customer Retention and Offboarding

UKG•,

6d•$163,900 - $235,550

About The Position

As a Senior Director of Customer Retention and Offboarding within the UKG Customer Experience (CX) organization, you will lead UKG's Retention and Offboarding organization, driving strategies that reduce churn, optimize customer outcomes, and ensure effective management of in-term contract changes, customer offboarding, and Credits & Concessions. You will be 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 business decisions. This is not a technical role. The ability to translate complex contractual and operational scenarios into clear business outcomes is critical. You will ensure renewal, concession, and termination experiences are executed with speed, consistency, and transparency while mitigating risk and improving customer retention. A successful leader in this role brings strong operational discipline, sound decision-making, and the ability to influence stakeholders at all levels to drive measurable business outcomes.

Requirements

10+ years of experience in Customer Success, Offboarding, Account Management, or a related field
5+ years of experience in a leadership role managing teams and/or leaders
Proven experience leading renewals, retention, or revenue-focused functions within a SaaS or similar environment
Strong business and financial acumen, including experience balancing customer experience with company objectives
Experience managing complex customer scenarios, including contract negotiations, concessions, and terminations
Demonstrated 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 leading both retention and offboarding/termination functions
Proven track record of driving process transformation and operational scale within 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 mid-term contract negotiations, the Offboarding team, and Credits & Concessions
Drive retention by reducing churn and improving save outcomes across mid-term and termination scenarios
Ensure the timely execution of concessions and terminations while reducing overall transaction cycle times
Establish governance over concessions to align with financial objectives and risk management requirements
Oversee offboarding activities to ensure accurate, compliant, and efficient customer account closure
Partner cross-functionally to evaluate and execute contract changes driven by customer or business needs
Standardize and improve processes to increase efficiency, consistency, and overall customer experience
Monitor performance through key metrics, including retention, concession spend, and transaction timelines
Identify drivers of churn and concession requests and implement improvements to mitigate future risk
Build and lead high-performing teams with a strong culture of accountability, ownership, and results