Sr Customer Success Manager

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.

Company Overview

Here at UKG, our purpose is people™ . Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at https://www.ukg.com/careers #WeAreUKG

Position Summary

As a Senior Customer Success Manager (CSM), you will manage a portfolio of SMB and/or Midmarket 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:

Manages a larger and more complex portfolio of SMB and/or Midmarket customer accounts.

Proactively engages with 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:

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 workshops to optimize product usage and value realization.

Additional Responsibilities:

Independently designs and implements customer success strategies, identifying areas of risk and opportunity.

Influences company-wide objectives and enhances customer experiences.

Expectations

Knowledge:

In-depth understanding of customer success strategies.

Comprehensive knowledge of UKG product suite and updates.

Advanced data analysis and trend identification.

Skills:

Managing large and strategic accounts.

Leading customer success strategy and execution.

Mentoring and training junior CSMs.

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:

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

Proven track record of managing large and strategic accounts.

Experience mentoring and training junior team members.

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 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!

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 Know Your Rights 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 [email protected]. The pay range for this position is $78,800 to 113,300, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://https://www.ukg.com/careers