• Communicate with individuals who have expressed interest in personal and professional development programs and virtual events • Use simple online systems and digital tools to provide information and manage follow-up • Work remotely using your laptop and phone • Manage your own schedule and activity levels • Participate in ongoing training and professional development • Follow structured systems and processes provided through onboarding and mentorship • Engage with a broader support network of experienced professionals

• Lead onboarding for new clients and continuously improve the process. • Build and maintain long-term client relationships that drive trust and loyalty. • Act as the main point of contact for client needs, requests, and escalations. • Develop tailored client success strategies based on business goals and data insights. • Analyze customer data to maximize value, minimize churn, and uncover opportunities. • Advocate for client needs in internal discussions around product and service development. • Ensure agreements and requirements are communicated across departments for flawless execution. • Mediate between clients and internal teams to align priorities. • Continuously evaluate and improve communication processes, tutorials, and success programs.

• Define and evolve the end-to-end retention strategy across partner schools • Identify and prioritize the highest-impact drivers of retention • Translate strategy into clear initiatives, roadmaps, and measurable outcomes • Ensure alignment between retention strategy and broader business priorities • Analyze retention, persistence, and attrition trends across partner schools, cohorts, and student segments • Identify key drivers of retention and disengagement, including academic, operational, and engagement factors • Develop dashboards and reporting to provide clear visibility into retention performance and leading indicators • Establish early warning indicators to proactively identify at-risk students and schools • Lead a structured test → learn → scale approach to retention • Develop and test hypotheses on key retention drivers (e.g., onboarding, engagement, academic experience, communication) • Partner with schools and cross-functional teams to design and implement pilots • Evaluate impact and scale successful interventions across partner schools • Drive alignment on where to invest to improve retention outcomes • Influence cross-functional priorities across Enrollment, Academics, School Operations, Product, and School Success • Balance trade-offs and ensure focus on the highest-value initiatives • Act as a strategic advisor to leadership on retention performance and opportunities • Establish clear retention targets, metrics, and success measures • Build and lead an operating rhythm (e.g., reviews, dashboards, performance discussions) • Ensure accountability for retention outcomes across teams and schools • Provide visibility into performance, risks, and opportunities • Enable partner schools with insights, tools, and actionable guidance to improve retention • Identify patterns and replicate best practices across the network • Balance standardization with flexibility to meet local school needs • Leverage analytics to inform strategy and decision-making • Ensure retention insights are translated into clear actions and priorities • Partner with analytics teams to enhance visibility into retention drivers and leading indicators • Measurable improvement in student retention and persistence across partner schools • Clear, prioritized retention strategy aligned to business goals • Increased effectiveness of retention initiatives through testing and scaling • Strong cross-functional alignment and accountability for retention outcomes • Improved visibility into retention performance and drivers

Role Description 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. Duties and 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 Success in this role will be measured by - Achievement of company retention targets (ARR protection and churn reduction) - Reduction in transaction cycle times (renewals, concessions, terminations) - Adherence to concession budgets and financial governance - Improvement in offboarding experience, including View Only Access adoption and process efficiency - Operational SLAs, including timely completion of concessions Qualifications - 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) Preferred Qualifications - 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 Benefits - The pay range for this position is $163,900 to $235,550. - The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. - In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. - Learn more about UKG’s benefits and rewards at UKG Benefits .