Lead Customer Success Manager- Public Sector /WFM/ HCM

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 www.ukg.com/careers  #WeAreUKG

Position Summary

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

Oversees key stakeholder relationships for UKG's high-value Midmarket or Enterprise accounts*

Aligns engagement with strategic account plans and drives customer retention through advanced relationship management strategies.


Customer Advocacy and Sentiment:

Acts as the primary voice of the customer within UKG, driving significant improvements based on customer feedback.

Leads cross-functional teams to resolve escalated issues promptly.


Value Attainment and Optimization:

Serves as a subject matter expert, providing advanced guidance and best practices.

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


Additional Responsibilities:

Sets strategic success goals for customer accounts and directs cross-functional teams to execute these goals.

Provides leadership and guidance to junior team members, ensuring best practices are followed.


Expectations


Knowledge:

Expert understanding of customer success policies and procedures.

Extensive knowledge of UKG product suite and its strategic value.

Advanced understanding of customer success metrics and KPIs.


Skills:

Overseeing customer success team and operations.

Developing and implementing customer success policies.

Collaborating with other departments for customer satisfaction

Reporting on customer success metrics to senior management.


Abilities:

Ability to oversee and optimize customer success operations.

Strategic thinking and policy development.

Strong leadership and cross-departmental collaboration.



Basic Qualifications

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

Experience:

• 8+ years of experience in customer success, account management, or related roles

• Extensive experience overseeing customer success teams and operations.

• Demonstrated success in developing and implementing customer success policies and strategies.

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 UKGCareers@ukg.com. 

The pay range for this position is $99,800 to $143,000 yearly 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://www.ukg.com/careers