Senior Director Customer Renewals

About the role

UKG is seeking a Senior Director of Customer Renewals to lead the end‑to‑end renewal lifecycle within its Customer Experience organization. In this senior position you will shape strategy, drive execution, and balance retention, customer experience, and financial outcomes for the company’s installed base.

Key responsibilities

• Lead the full Customer Offboarding process, including renewal negotiations, offboarding team coordination, and concessions management.
• Reduce churn and improve save outcomes across mid‑term and termination scenarios.
• Accelerate renewals, concessions, and terminations to shorten cycle times.
• Establish governance over concessions to align with financial targets and risk management.
• Partner with Customer Success, Sales, Finance, Legal, Product, and Support to evaluate and execute contract changes.
• Standardize and improve processes for efficiency, consistency, and superior customer experience.
• Monitor performance metrics such as retention, concession spend, and transaction timelines.
• Identify drivers of churn and concessions and implement corrective actions.
• Build and lead high‑performing, accountable teams.

Required profile

• Proven senior leadership experience in customer renewal, retention, or related commercial functions.
• Strong operational discipline with a track record of meeting retention and financial targets.
• Excellent decision‑making ability and influence at all organizational levels.
• Experience managing cross‑functional initiatives across sales, finance, legal, and product teams.
• Ability to translate complex contractual scenarios into clear business outcomes.

Required skills