Sr Customer Success Manager

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.

The UKG Services team is a leading provider of workforce management (WFM) and human capital management (HCM) solutions. Our comprehensive suite of services includes implementation, consulting, training, and support . All designed to help organi s ations optimi s e their workforce strategies and achieve operational excellence.

At UKG, you get more than just a job. You get to work with purpose. We are committed to delivering innovative solutions that empower businesses to manage their most valuable asset—people.

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.

About The Role

As a Customer Success Manager, you will play a critical role in maintaining and enhancing client relationships. You will work closely with cross-functional teams to ensure that our clients are effectively onboarded and are leveraging our solutions to their fullest potential. Your expertise in customer engagement will be key to driving retention, renewal, and expansion of our services.

Main Responsibilities

• Develop and maintain strong relationships with key stakeholders within client organisations.
• Act as the primary point of contact for assigned accounts, providing ongoing support and guidance.
• Conduct regular check-ins and business reviews with clients to assess their needs and ensure satisfaction with our services.
• Collaborate with the onboarding team to ensure a smooth transition and implementation process for new clients.
• Identify opportunities for upselling and cross-selling additional products and services to enhance client success.
• Analyse client usage data and feedback to provide insights and recommendations for improvement.
• Work closely with the product and engineering teams to communicate client needs and contribute to product enhancements.
• Develop and deliver training sessions, webinars, and resources to educate clients on best practices and product features.
• Monitor client health metrics and proactively address any issues that may arise.
• Stay updated on industry trends and the competitive landscape to provide informed advice to clients.
  
  

Required Qualifications

• Bachelor’s degree in Business, Human Resources, or a related field.
• Proven experience in customer success, account management, or a similar role within the SaaS industry, preferably in HR technology.
• Strong interpersonal and communication skills, with the ability to build relationships with stakeholders at all levels.
• Excellent problem-solving abilities and a customer-centric mindset.
• Demonstrated ability to manage multiple projects simultaneously while maintaining attention to detail.
• Proficiency in using CRM software and customer success platforms.
• Ability to work independently and collaboratively within a team environment.
• A proactive and enthusiastic approach to client engagement and support.
  
  

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!

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 

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com .