Senior Director Customer Retention and Offboarding

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.

About the Role:
As a Senior Director of Customer Retention and Offboarding within the UKG Customer Experience (CX) organization, you will lead UKG's Retention and Offboarding organization, driving strategies that reduce churn, optimize customer outcomes, and ensure effective management of in-term contract changes, customer offboarding, and Credits & Concessions. You will be responsible for protecting UKG’s installed customer base by balancing retention, customer experience, and financial outcomes.

This role requires strong cross-functional leadership across Customer Success, Sales, Finance, Legal, Product, and Support to drive aligned, timely business decisions. This is not a technical role. The ability to translate complex contractual and operational scenarios into clear business outcomes is critical. You will ensure renewal, concession, and termination experiences are executed with speed, consistency, and transparency while mitigating risk and improving customer retention. A successful leader in this role brings strong operational discipline, sound decision-making, and the ability to influence stakeholders at all levels to drive measurable business outcomes.

Duties and Responsibilities:
• Lead the end-to-end customer offboarding process, including mid-term contract negotiations, the Offboarding team, and Credits & Concessions
• Drive retention by reducing churn and improving save outcomes across mid-term and termination scenarios
• Ensure the timely execution of concessions and terminations while reducing overall transaction cycle times
• Establish governance over concessions to align with financial objectives and risk management requirements
• Oversee offboarding activities to ensure accurate, compliant, and efficient customer account closure
• Partner cross-functionally to evaluate and execute contract changes driven by customer or business needs
• Standardize and improve processes to increase efficiency, consistency, and overall customer experience
• Monitor performance through key metrics, including retention, concession spend, and transaction timelines
• Identify drivers of churn and concession requests and implement improvements to mitigate future risk
• Build and lead high-performing teams with a strong culture of accountability, ownership, and results

Basic Qualifications:
• 10+ years of experience in Customer Success, Offboarding, Account Management, or a related field
• 5+ years of experience in a leadership role managing teams and/or leaders
• Proven experience leading renewals, retention, or revenue-focused functions within a SaaS or similar environment
• Strong business and financial acumen, including experience balancing customer experience with company objectives
• Experience managing complex customer scenarios, including contract negotiations, concessions, and terminations
• Demonstrated ability to lead cross-functional initiatives and influence stakeholders across multiple organizations
• Experience with CRM and reporting tools (e.g., Salesforce)

Preferred Qualifications:
• Experience in HCM, Payroll, or Human Capital Management solutions
• Ability to work east coast or central time zone shift
• Experience leading both retention and offboarding/termination functions
• Proven track record of driving process transformation and operational scale within high-volume environments
• Experience managing concession strategies or financial governance models
• Strong executive presence, with experience presenting to senior leadership
• Experience leveraging data and analytics to drive decision-making and performance improvements

Success in This Role Will Be Measured By:
• Achievement of company retention targets, including ARR protection and churn reduction
• Reduction in transaction cycle times across renewals, concessions, and terminations
• Adherence to concession budgets and financial governance requirements
• Improvement in the offboarding experience, including View Only Access adoption and overall process efficiency
• Achievement of operational SLAs, including the timely completion of concessions