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Manager, Customer Renewals

General information


Lowell - Massachusetts - USA, USA - USA - Remote


Customer Success & Renewals

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Description & Requirements


The Manager of Customer Renewals will have responsibility for UKG WFM recurring revenue and is responsible for guiding a team of Renewal Representatives in proactively working with an assigned set of customers to ensure the highest possible renewal rates for our recurring revenue stream (maintenance and subscription-based products). Your direct reports will be responsible for retaining an aggregate of $150M-$200M in recurring revenue at the highest rate possible while also uncovering opportunities to expand the products the customer owns.

• Manage a team of 5-8 Customer Renewal Specialists whose primary objective is to retain and negotiate our clients’ recurring maintenance and subscription contracts
• Drive your team towards achievement of established unit and dollar retention targets
• Support the highest quality of customer engagement by call coaching, joining your team on customer site visits, providing escalation support, and by working 1 on 1 weekly with each of your direct reports
• Promote fun at work! Be willing to put yourself out there and help build a culture of inclusion, collaboration, motivation, and productivity
• Work with your Renewal Representatives to define the most effective pipeline management strategy, including the development of criteria and methods for identifying customers that are at risk of cancelling or reducing annual maintenance/subscription fees for each of their territories as well as ways to uncover organizations ready to expand their relationship with UKG
• In conjunction with Sales and Marketing, when appropriate, establish targeted campaigns and activities designed to maximize customer retention based on your assessment of each specific territory’s needs
• Proactively collaborate with Sales, Product Management, Support, and Services to ensure the highest quality of customer engagement and interaction; be laser-focused on areas where we do not help the customer be successful and partner with the right resources to address those gaps
• Work with Finance and the Renewals management team to deliver regular (monthly, quarterly) recurring revenue forecasts and to identify specific patterns and/or areas of churn in your assigned territories
• Track and analyze customer churn in a meaningful way to inform business decisions and go-forward strategies; lead monthly business reviews with Corporate and Vertical Executive teams to summarize outcomes and make recommendations


• Strong leadership skills and management experience in the software industry
• Prior Sales management experience is desirable
• Ability to lead meetings with 20+ people in a managerial capacity; ability to also deliver presentations to Executive Level audiences
• Ability to negotiate price, other concessions, and terms & conditions
• Prior experience with preferred
• High level of competency with communication and analysis tools such as Microsoft Office; must be proficient in Excel and familiar with Excel pivot tables
• Travel expectation is up to 10%-20%
• Bachelor’s degree or equivalent preferred

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 

View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email or please call 1 (978) 250 9800.