Middle 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

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