Company Overview

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. 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 Customer Success Manager II (CSM), you will manage a portfolio of SMB 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:
o Handles a portfolio of SMB accounts
o Proactively engages with customers, conducts reviews of new features, and addresses
basic churn risks

• Customer Advocacy and Sentiment:
o Advocates for customers by monitoring detailed metrics and working closely with
internal teams to address needs.
o Communicates status updates and get-well plans.

• Value Attainment and Optimization:
o Maintains foundational knowledge of the product suite and offers best practices to
maximize product adoption.
o Identifies trends and communicates with UKG teams to advocate for customers.

• Additional Responsibilities:
o Independently designs and implements customer success strategies, identifying areas of
risk and opportunity.

Expectations

• Knowledge:
o Basic understanding of customer success principles.
o Familiarity with UKG product suite and its core features.
o Proficient at Microsoft Office Suite, Awareness of customer metrics and basic data analysis.

• Skills:
o Relationship management for small to medium-sized accounts.
o Identifying upselling and cross-selling opportunities.
o Basic problem-solving and collaboration with internal teams.

• Abilities:
o Ability to build and maintain relationships with key stakeholders.
o Effective communication and advocacy for customer needs.
o Ability to monitoring and analyze customer usage data and provide basic gap analysis.

Basic Qualifications

• Education: Bachelor’s degree in Business, Marketing, or related field
• Experience: Minimum of 2 years of experience in customer success, account management, or related roles

Preferred Qualifications
• Experience with CRM systems and customer success tools

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

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster

UKG participates in E-Verify. View the E-Verify posters here.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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.

The pay range for this position is $62,300 to $89,550, 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