• Work closely with clients to understand their business objectives and ensure the company’s product or service delivers measurable value aligned with their goals. • Serve as the primary point of contact for key accounts, managing day-to-day communications and ensuring strong relationships with client stakeholders at all levels. • Lead clients through the onboarding process and drive product/service adoption by providing training, best practices, and ongoing support tailored to their specific needs. • Identify opportunities for account growth, including upselling additional services, cross-selling complementary products, and recommending new solutions that enhance client success and increase revenue. • Proactively manage client renewals, minimizing churn through ongoing engagement and demonstrating continuous value. • Regularly track and assess client health, using data and insights to identify risks and opportunities for deeper engagement and growth. • Develop and execute client success plans that align with client goals and foster long-term partnerships, driving retention and growth within assigned accounts. • Monitor key success metrics such as adoption rates, client satisfaction scores (NPS/CSAT), and revenue growth. • Regularly report progress and outcomes to both clients and internal stakeholders. • Act as a trusted advisor and advocate for the client, ensuring any issues or concerns are addressed swiftly and effectively, coordinating with internal teams as necessary. • Work closely with Sales, Product, Marketing, and Support teams to ensure a seamless client experience and identify opportunities for improvement or innovation in the client journey. • Collect and relay client feedback to internal teams, providing insights to improve product offerings, services, and overall client experience.

• 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.

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 .