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 .

• Lead and develop a small Customer Success & Support team through regular 1:1s, performance reviews and ongoing coaching to drive a high-performing, collaborative culture. • Manage a portfolio of approximately 30 Enterprise and Mid-Market accounts with a combined book of business value of circa £1.5m, focused on retention, growth and long-term client success. • Own client performance reporting and optimisation strategies, proactively monitoring delivery, identifying opportunities for improvement and ensuring campaigns consistently achieve strong results. • Oversee end-to-end campaign management, including offer execution, advertising tracking, performance analysis and client reporting to maximise campaign effectiveness and ROI. • Build strong client relationships through regular MBRs/QBRs, in-person meetings and occasional travel, while partnering closely with Account Managers to deliver a seamless client experience.

• Manage Customer Success team activities related to onboarding, training, and professional development of team • Enhance effectiveness and efficiency through technology and processes for Customer Success functions • Measure effectiveness of Customer Success by tracking operational metrics, identifying areas of strength and improvement, strategizing to improve, and providing reports to leadership • Collaborate with other teams and departments to drive customer engagement, satisfaction, and retention • Align with other teams and departments to inspire Customer Success activities across Jamf • Collaborate with Go-To-Market leaders and other leadership teams to deliver an optimal customer lifecycle • Advocate for the needs of the customer cross-departmentally • Mentor and be an escalation point for customer satisfaction or engagement issues • Other duties and special projects as assigned • Travel between 20 – 40 % to attend events specific to your role including international travel.

Role Description We are looking for a Senior Customer Success Manager to join for a 12 month Maternity Cover contract. - Lead and develop a small Customer Success & Support team through regular 1:1s, performance reviews and ongoing coaching to drive a high-performing, collaborative culture. - Manage a portfolio of approximately 30 Enterprise and Mid-Market accounts with a combined book of business value of circa £1.5m, focused on retention, growth and long-term client success. - Own client performance reporting and optimisation strategies, proactively monitoring delivery, identifying opportunities for improvement and ensuring campaigns consistently achieve strong results. - Oversee end-to-end campaign management, including offer execution, advertising tracking, performance analysis and client reporting to maximise campaign effectiveness and ROI. - Build strong client relationships through regular MBRs/QBRs, in-person meetings and occasional travel, while partnering closely with Account Managers to deliver a seamless client experience. Qualifications - 5+ years’ experience in Customer Success, Account Management or Affiliate Marketing, with a proven track record of managing and growing Enterprise and Mid-Market client relationships. - Previous line management experience, with the ability to coach, develop and motivate high-performing Customer Success and Support team members. - Strong analytical and reporting skills, with experience delivering campaign performance reporting, client insights and optimisation recommendations. - Confident leading QBRs and MBRs, with excellent communication and presentation skills across in-person meetings, video calls and written communication. - Highly organised and adaptable, with strong time management skills and the ability to manage multiple priorities and deadlines in a fast-paced environment. Benefits - Competitive salary. - 30 days annual leave, plus bank holidays. - Accredited 'Great Place To Work’ company in three categories. - Commitment to personal development and career growth, coaching workshops and progression plans. - Remote-first working environment, with up to 180 days working from abroad (subject to approval). - Flexible working hours (start between 8-10am and finish between 4:30-6:30pm). - Focus on welfare, including a monthly wellness allowance, gym memberships, access to mental health first aiders, a health cash plan and more. - Access to incredible partnership discounts for the biggest brands in the world, including Google, Apple, GymShark, Domino's, Uber and more! - £200 work from home set up allowance to put towards your at-home working space.