Customer Renewals Representative III

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 SMB Renewal Manager is a professional responsible for developing and executing strategic renewal strategy for an assigned portfolio of small-to-medium business customers representing approximately $3M in annual recurring revenue across ~500 customer engagements. This role requires business judgment to identify at-risk accounts, optimize renewal approaches and engagement strategies, and systematically manage a high volume, high velocity renewal pipeline that directly impacts portfolio profitability.

The Manager operates with significant autonomy to make independent decisions regarding renewal strategy, pricing recommendations within established parameters, and portfolio-level initiatives that protect and grow revenue. This role combines systematic, data-driven decision-making with professional judgment to manage complexity and volume while maintaining engagement quality across the portfolio.

Responsibilities

Renewal Strategy & Account Strategy

• Manage a high volume, diverse customer portfolio with concurrent renewal cycles by establishing scalable processes, decision frameworks, and engagement approaches that balance commercial objectives with customer outcomes
• Make independent decisions regarding renewal approach, pricing recommendations, and engagement strategy based on customer health assessment, risk classification, and business impact
• Manage a high-volume, diverse customer portfolio with concurrent renewal cycles and varying customer segments, using data and analytics to prioritize engagement depth and identify accounts requiring escalation
• Conduct systematic customer health analysis using product usage data, adoption metrics, and engagement patterns to identify at-risk revenue and expansion opportunities across the portfolio
• Partner with account managers, customer success teams, and cross-functional leaders (Solutions Engineering, Sales) to coordinate renewal strategy and ensure consistent execution across the portfolio

Consultative Renewal & Growth Management

• Own accountability for achieving dollar and unit retention targets through strategic portfolio planning and systematic customer engagement
• Identify and structure expansion opportunities (product reach, module adoption, seat growth) using portfolio-level data to determine which accounts represent highest-probability expansion
• Evaluate renewal approaches and terms to align with SMB customer needs and organizational capabilities, establishing clear decision frameworks that optimize for both customer value and commercial objectives
• Systematically manage the renewals pipeline across all stages, from identification through closure, identifying bottlenecks and opportunities for process optimization
• Proactively identify at-risk accounts through data analysis and develop intervention strategies to protect revenue and improve retention outcomes

Professional Practice & Market Expertise

• Maintain comprehensive portfolio analytics, customer health assessments, and renewal pipeline visibility to inform strategic decision-making and provide management visibility into portfolio performance
• Develop expertise in SMB customer dynamics, competitive landscape, and buying behaviors within the HR/Payroll space
• Build and maintain productive customer relationships at scale by establishing clear communication cadences and engagement approaches that respect customer preferences and organizational capabilities
• Serve as subject matter expert on SMB renewal approaches, process optimization, and best practices, providing recommendations on portfolio prioritization and resource allocation
• Identify process improvements, scaling opportunities, and technology enhancements that improve efficiency and outcomes across the renewal portfolio

Required Qualifications

• Bachelor's degree
• 2+ years of professional experience in renewals, account management, or customer success in enterprise software/SaaS environments, with demonstrated success managing customer volume
• Proven ability to develop and execute systematic approaches to managing large customer portfolios
• Demonstrated success making independent business decisions within established frameworks and parameters
• Strong analytical skills with ability to use customer data, metrics, and portfolio analytics to inform strategy and identify optimization opportunities
• Proven ability to work efficiently across large-scale operations and manage multiple concurrent customer engagements
• Familiarity with HR/Payroll solutions and SMB customer dynamics

Preferred Qualifications

• Experience managing portfolios of 100+ customer accounts or equivalent engagement volume
• Background in customer success or account management in high-volume SaaS/subscription environments
• Track record of improving customer retention, adoption, or expansion revenue at scale
• Experience in solution-based selling and structuring value-based commercial agreements
• Knowledge of SMB buyer decision-making and procurement processes
• Experience with customer data platforms, analytics tools, or portfolio management systems
• Experience identifying process improvements and scaling customer engagement operations

Where We’re Going

SMB renewals represent a highly scalable and defensible revenue stream for our business. This role places you at the center of that work, with direct accountability for $3M in annual recurring revenue across a large and diverse customer portfolio. You will develop recognized expertise in SMB customer dynamics and at-scale renewal operations, establish systems and approaches that drive both efficiency and strong customer outcomes, and directly influence how we win renewals and drive customer growth across a broad customer base. This is an opportunity to demonstrate impact through strategic portfolio management and shape how we succeed with a high-volume, dynamic customer segment.

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.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

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]