Renewal Manager, Mid-Market

UKG provides a workforce operating platform that helps organizations manage and understand their workforce. The Mid-Market Renewal Manager develops and executes renewal strategies for an assigned customer portfolio, identifies at-risk accounts, and coordinates cross-functional initiatives to protect and grow revenue. The role also manages customer relationships, renewal pipelines, pricing recommendations, and retention targets.

Responsibilities:

• Manage a diverse customer portfolio with concurrent renewal cycles and varying strategic priorities, maintaining depth of engagement across all accounts
• Develop and execute a comprehensive renewal strategy for the portfolio that anticipates customer needs, adoption barriers, and organizational changes within each account
• Make independent decisions regarding renewal approach, pricing recommendations, and engagement strategy based on customer health assessment, competitive threats, and business impact
• Conduct proactive customer health analysis using product usage data, adoption metrics, and engagement patterns to identify at-risk revenue and expansion opportunities
• Develop account strategies that balance commercial objectives with customer success outcomes, ensuring customers realize value and achieve their stated business goals
• Partner across UKG’s cross-functional teams to coordinate renewal strategy and ensure consistent customer messaging
• Own accountability for achieving dollar and unit retention targets through strategic account planning and proactive customer engagement
• Evaluate renewal approaches and terms to align with customer strategic direction and organizational needs, balancing customer value with commercial objectives
• Navigate customer procurement and decision-making processes across the portfolio, managing multiple stakeholders and competing priorities
• Manage renewals pipeline and identify at-risk accounts early, developing proactive intervention strategies to protect revenue and improve outcomes
• Maintain comprehensive renewal intelligence, customer health assessments, and portfolio analytics to inform decision-making and provide management visibility into renewal strategy
• Develop deep expertise in mid-market customer dynamics, competitive landscape, and buying behaviors within the HR software space
• Build and maintain trusted relationships with customer stakeholders to understand organizational priorities and influence renewal outcomes
• Serve as subject matter expert on mid-market renewal approaches and best practices, providing strategic recommendations on portfolio prioritization and customer investment
• Proactively address customer adoption barriers and escalations by coordinating with internal teams and structuring targeted solutions that improve customer success and renewal probability

Requirements:

• Bachelor's degree or equivalent experience
• 4+ years of professional experience in renewals, account management, or customer success in enterprise software/SaaS environments
• Demonstrated success managing customer portfolios with diverse needs and conducting strategic account planning
• Proven ability to make independent business decisions and conduct consultative customer conversations
• Strong analytical skills with ability to synthesize customer data (usage, adoption, health indicators) and marketplace trends into actionable strategy
• Proven ability to collaborate cross-functionally and influence outcomes with multiple internal and external stakeholders
• Familiarity with HR/Payroll software solutions and mid-market customer dynamics
• Demonstrated experience managing renewals or contracts with government/public sector customers, including familiarity with government procurement processes, budget cycles, and compliance requirements specific to public sector environments
• Experience managing portfolios of 50+ mid-market customer accounts or equivalent revenue responsibility
• Background in customer success or account management in SaaS/subscription environments
• Track record of improving customer retention, adoption, or expansion revenue through strategic engagement
• Experience in solution-based selling and structuring value-based commercial agreement
• Knowledge of mid-market buyer decision-making and procurement processes
• Experience with customer health scoring, predictive analytics, or customer data platforms in HR/Payroll or complementary industry solutions