[Hiring] Senior Manager, Customer Renewals @UKG

Role Description

We are looking for a Manager to lead a team of Renewal Managers and own a focused portion of the renewals business—approximately $125-400M in annual contract revenue across approximately 2,000 customer renewals. You will be the direct coach and performance leader for your team, responsible for hitting renewal targets, developing Renewal Managers, and creating a team environment where excellence is the standard.

This is an operational leadership role where you sit closest to the customer and the front-line team. You own the outcomes of your Renewal Managers' work and are accountable for their performance, growth, and engagement. You are the connector between leadership’s strategy and your team's execution, translating goals into clear priorities and holding your team to high standards while removing obstacles.

Your mission: build a team of high-performing Renewal Managers who take pride in their outcomes and grow as thought leaders. You will coach, remove friction, diagnose what's working, and drive continuous improvement. You will be known for fairness, clarity, and results.

Responsibilities

• Direct Leadership & Execution
  • Own renewals outcomes for your assigned book of business and lead your team of Renewal Managers to achieve or exceed renewal rate, linearity, multi-year attach, and uplift targets across your portfolio.
  • Lead, coach, and develop Renewal Managers. Conduct regular 1-on-1s, provide real-time feedback, model strong customer engagement, and build a team that takes ownership of outcomes.
  • Establish operating standards and discipline within your team. Run consistent rhythms -- weekly forecast reviews, monthly business reviews—that keep the team focused and accountable.
  • Partner with Sales and Customer Success on collaboration motions and renewals strategy.
  • Ensure your team has the context and support they need to succeed with customers.
  • Own escalations from your team. Work with your Renewal Managers to resolve customer issues, protect relationships, and recover opportunities.
• Strategic Insight & Continuous Improvement
  • Understand renewal performance within your team. Track early indicators of risk and opportunity; diagnose why deals are winning or losing.
  • Coach your Renewal Managers on coverage strategy, customer prioritization, and selling approach. Help them understand their customers and adapt their strategy.
  • Identify skill gaps, process inefficiencies, or coaching needs within your team. Provide targeted coaching or flag issues to your Director for support.
  • Leverage analytics on team performance —actuals vs. targets, operational hygiene, early indicators of risk. Communicate clearly to leadership and your team.
• Building a High-Performing Organization
  • Hire and onboard Renewal Managers who fit the team's culture and have the potential to succeed. Invest in their ramp and early success.
  • Conduct regular 1-on-1s with each Renewal Manager. Provide constructive feedback, recognize excellence, and have candid conversations about performance.
  • Create a team environment where people want to do their best work. Celebrate wins, support your team through challenges, and model the behaviors you expect.
  • Identify and develop high-potential Renewal Managers who could grow into management or senior individual contributor roles.
• Cross-Functional Partnership
  • Work directly with Sales and Customer Success peer leaders on renewals and team collaboration practices. Build strong relationships and ensure smooth handoffs.
  • Provide feedback to your Director and peers on what's working, what customers are asking for, and what obstacles your team faces.
  • Escalate customer issues appropriately and work cross-functionally to resolve them.

Qualifications

• 7+ years of sales or renewals experience in enterprise SaaS, with 3+ years managing individual contributors or leading a team of 8+.
• Proven track record of hitting or exceeding individual quota and/or team targets. Comfort with metrics and accountability.
• Strong coaching and people leadership ability. Demonstrated skill in developing talent, conducting feedback conversations, and building team culture.
• Deep understanding of renewals: renewal rates, churn, customer lifecycle, forecasting practices, and the mechanics of closing deals.
• Excellent communication and interpersonal skills. Ability to influence peers and cross-functional partners.
• Analytical capability. Comfort reading data, identifying trends, and diagnosing root causes.
• Customer-obsessed mindset. Strong work ethic and bias toward action.
• Bachelor's degree required.

Benefits

• The pay range for this position is $105,800 to $150,750. 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 .