Sr Customer Success Manager

95% say women are treated fairly and equally to men

99% would recommend this company to other women

94% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members.

Paid leave for new and adoptive parents, medical coverage for IVF services & reimbursement to help offset adoption and surrogacy expenses.

45% company match on total employee 401(k) contributions up to the IRS annual limit.

Unlimited paid time off for you to rest, re-charge, and pursue your personal aspirations.

Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

Position Summary

As a Senior Customer Success Manager (CSM), you will support a pool of SMB and Mid Market customer accounts and act as an ambassador of UKG's customer experience. You will develop a deep understanding of the product suite utilized by your customer base, staying current with feature releases and core value drivers within UKG's solutions. This role focuses on optimizing the customer experience, lead generation, creating references, and collaborative advocacy. You will build and maintain relationships with key customer stakeholders, influencers, primarily power users and system administrators, aligning engagement with the strategic account plan to ensure customers fully leverage our platform to achieve their business goals.

Key Responsibilities

Relationship Management:

Support a pool of SMB and Mid Market customer accounts across the UKG product suite.

Proactively engages with pool of customers, conducts detailed reviews of new features, and addresses more complex churn risks.

Customer Advocacy and Sentiment:

Advocates for customers by monitoring detailed metrics and working closely with internal teams to address complex needs.

Communicates status updates and get-well plans effectively.

Value Attainment and Optimization:

Provide strategic approach to Customer Success that coordinates real-time customer data and interactions across all channels to deliver personalized, seamless, and relevant experiences at every stage of the customer lifecycle

Maintains in-depth knowledge of the product suite and offers best practices to maximize product adoption.

Identifies trends and communicates with UKG teams to advocate for customers.

Identifies and recommends training sessions and group workshops to optimize product usage and value realization.

Additional Responsibilities:

Help improve business outcomes by enhancing customer satisfaction, building brand loyalty and increase product adoption rates

Support in the implementation of self service tools to help empower customers to find answers and resolve issues independently through knowledge bases and customer groups.

Knowledge:

In-depth understanding of customer success strategies.

Comprehensive knowledge of UKG product suite and updates.

Advanced data analysis and trend identification.

Skills:

Digital customer engagement through tools, automation and data analysis

Leading customer success strategy and execution.

Advanced problem-solving and collaboration with internal teams.

Abilities:

Ability to lead and execute customer success strategies.

Strong analytical skills to identify trends and areas for improvement.

Effective communication and advocacy for customer needs at a higher level.

Basic Qualifications

Education: Bachelor's degree in Business, Marketing, or related field.

Experience in Customer Success Orchestration and Digital Customer Engagement is highly desirable

3-5 years of experience in customer success, account management, or related roles.

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the market share position for workforce management and the position for human capital management. Tens of millions of frontline workers start and end their days with our software, with billions of shifts managed annually through UKG solutions today. Yet it's our AI-powered product portfolio designed to support customers of all sizes, industries, and geographies that will propel us into an even brighter tomorrow!

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 emailprotected

95% say women are treated fairly and equally to men

99% would recommend this company to other women

94% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members.

Paid leave for new and adoptive parents, medical coverage for IVF services & reimbursement to help offset adoption and surrogacy expenses.

45% company match on total employee 401(k) contributions up to the IRS annual limit.

Unlimited paid time off for you to rest, re-charge, and pursue your personal aspirations.