Sr Customer Success Manager

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 Customer Success Manager (CSM), you will manage a portfolio of 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

• Handles a portfolio of accounts
• Proactively engages with customers, conducts reviews of new features, and addresses basic churn risks
• Advocates for customers by monitoring detailed metrics and working closely with internal teams to address needs
• Communicates status updates and get-well plans
• Maintains foundational knowledge of the product suite and offers best practices to maximize product adoption
• Identifies trends and communicates with UKG teams to advocate for customers
• Independently designs and implements customer success strategies, identifying areas of risk and opportunity

What You'll Bring:

• Knowledge:
  • Basic understanding of customer success principles
  • Familiarity with UKG product suite and its core features
  • Proficient at Microsoft Office Suite, Awareness of customer metrics and basic data analysis
• Skills:
  • Relationship management for small to medium-sized accounts
  • Identifying upselling and cross-selling opportunities
  • Basic problem-solving and collaboration with internal teams
• Abilities:
  • Ability to build and maintain relationships with key stakeholders
  • Ability to build strategic relationships with all levels in the organization
  • Effective communication and advocacy for customer needs
  • Ability to monitoring and analyze customer usage data and provide basic gap analysis
• Basic Qualifications:
  • Minimum of 2 years of experience in customer success, account management, or related roles
  • Basic experience with CRM systems and customer success tools
• Preferred Qualifications:
  • Bachelor’s degree in business, marketing, or related field.

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 UKGCareers@ukg.com