Renewal Manager, Mid-Market

Why UKG:    
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.  
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

Description

The Mid-Market Renewal Manager is a professional responsible for developing and executing renewal strategy for an assigned portfolio of mid-market customers representing revenue. This role requires sophisticated business judgment to identify at-risk accounts, determine optimal renewal and engagement strategies, and coordinate multi-department initiatives that protect and grow revenue while strengthening customer relationships. The Renewal Manager operates with significant autonomy to make independent renewal decisions, recommend pricing and contract approaches, and structure customer engagement strategies that directly impact portfolio profitability and retention. The Renewal Manager's proactive engagement and consultative approach directly shapes customer experience and long-term outcomes.

Responsibilities

Enterprise Negotiation & Renewal Strategy

•   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

Consultative Renewal & Growth Management

•   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

Professional Practice & Market Expertise

•   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

Qualifications

Required Qualifications

•   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

Preferred Qualifications

•   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

Where We’re Going

Mid-market renewals represent a critical and scalable revenue stream for our business. This role places you at the center of that work, with direct accountability for $40M–$50M in annual recurring revenue and ownership of multiple important customer relationships. You will develop recognized expertise in mid-market customer strategy, establish yourself as a trusted advisor to customers and internal leaders, and directly influence how we win renewals and drive customer growth. This is an opportunity to demonstrate impact through strategic customer management and shape how we succeed with a diverse and dynamic customer portfolio.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

Equal Opportunity Employer

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf)

UKG participates in E-Verify. View the E-Verify posters here (https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf).

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected] (mailto:[email protected]).

The pay range for this position is $63,900 to $91,800. 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 https://www.ukg.com/about-us/careers/benefits