[Hiring] Senior Customer Success Manager @UKG

Role Description

The Senior Customer Success Manager (CSM) is a strategic, customer-facing role responsible for driving value realization, adoption, retention, and growth across a portfolio of UKG customers. This role partners with customer stakeholders to understand their business objectives, guide them through their customer lifecycle, and help ensure they achieve measurable outcomes from their UKG investment.

The ideal candidate combines strong strategic advisory skills with knowledge of HR, Payroll, and Workforce Management, exceptional communication abilities, experience with project management and proactive risk management, and the ability to identify opportunities to help customers realize additional value. Fluency in both French and English, written and verbal, supports the needs of UKG’s French-speaking customer base.

Key Responsibilities

• Serve as a trusted advisor to customer stakeholders, developing a strong understanding of their goals, challenges, priorities, and desired business outcomes.
• Document customer goals, objectives, and success metrics; track progress and proactively identify gaps or required course corrections.
• Drive adoption and utilization of UKG products to help customers maximize the value of their investment.
• Lead customer business reviews and strategic conversations that articulate progress, insights, value, and recommendations for continued success.
• Provide guidance on best practices, workflow optimization, enablement, and UKG capabilities that support customer objectives.
• Proactively identify, assess, and document customer risks, including risks related to adoption, value realization, customer sentiment, and renewal readiness.
• Partner with cross-functional teams and partners to build mitigation plans, ensuring the right resources are brought in at the right time.
• Maintain accurate renewal forecasting, providing regular updates and clear rationale for risk status and probability.
• Escalate risks early and drive the internal action plan and approach to resolution, coordinating Sales, Services, Support, Product, and leadership involvement as needed.
• Identify and surface customer needs, value gaps, and growth opportunities that align with UKG’s product portfolio and the customer’s business objectives.
• Partner with Sales to develop expansion strategies and ensure a seamless experience between Customer Success and Sales motions.
• Support customer readiness for additional products, services, or capabilities through adoption, enablement, and articulation of business value.
• Act as the customer’s advocate within UKG, ensuring their needs are understood and appropriately prioritized.
• Collaborate with Sales, Services, Support, Product Management, and other internal teams to drive meaningful customer outcomes.
• Coordinate internal response plans for customer issues, ensuring efficient, transparent communication and appropriate follow-up.
• Maintain accurate and thorough documentation in Gainsight and Salesforce, including customer sentiment, milestones, risks, success plans, and renewal data.

Qualifications

• 5+ years of experience in Customer Success, Consulting, Implementation, Account Management, or related customer-facing roles; enterprise experience preferred.
• 3+ years of experience in the relevant industry or vertical preferred.
• Fluency in both French and English, written and verbal.
• Strong understanding of HR, Payroll, and Workforce Management processes, with experience in HCM, payroll, or workforce management technology preferred.

Preferred Qualifications

• Demonstrated ability to manage complex customer relationships, including executive-level communication, influence, and relationship building.
• Proven success driving customer adoption, value realization, renewal readiness, and business outcomes.
• Experience coordinating cross-functional teams and leading customer escalations or complex problem resolution.
• Strong analytical skills with the ability to interpret data, identify trends, and translate insights into action.
• Excellent communication, presentation, and storytelling skills.
• Highly organized, with the ability to manage multiple priorities and customer engagements.
• Experience using Salesforce and/or Gainsight.

Benefits

• The pay range for this position is $79,300 CAD to $107,050 CAD.
• The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location.
• Employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation.
• Learn more about UKG’s benefits and rewards at UKG Benefits .