Renewal Manager, Mid-Market

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 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 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 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