Customer Success Manager II

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

Customer Success Manager (Guided)

The Guided Customer Success Manager (CSM) is responsible for driving customer adoption, value realization, and retention across a scaled portfolio of customers. This role blends digital engagement, programmatic touchpoints, and targeted human interaction to help customers achieve their goals in an efficient, structured, and scalable way.

Guided CSMs focus on proactive risk management, renewal forecasting, and ensuring customers are leveraging UKG products effectively. The Guided CSM plays a critical role in delivering personalized guidance at key moments in the customer lifecycle and surfacing opportunities for additional value.

Key Responsibilities

Customer Adoption, Value Realization, & Programmatic Engagement

• Manage a defined portfolio of customers through a technology-enabled, scalable engagement model.
• Guide customers through key lifecycle stages such as onboarding, stabilization, adoption, and renewal through structured digital playbooks and one-to-many programs.
• Ensure customers understand and utilize UKG capabilities in ways that support their business goals and drive measurable outcomes.
• Conduct targeted check-ins, webinars, office hours, and digital outreach aligned to customer needs and lifecycle moments.

Risk Management & Renewal Forecasting

• Monitor customer health signals, sentiment, usage trends, and lifecycle milestones to proactively identify risk.
• Trigger risk playbooks and coordinate with internal teams to drive issue resolution within the Guided framework.
• Escalate risks to Leadership or High Touch when customers require additional intervention.

Opportunity Identification & Expansion Support

• Identify unmet needs, underutilized capabilities, or opportunities for customers to extract more value from UKG solutions.
• Surface expansion opportunities to Sales when appropriate, and provide supporting context based on value realization and adoption insights.
• Leverage usage data and customer goals to recommend new features, modules, or services.

Operational Excellence & Cross-Functional Collaboration

• Serve as the customer’s advocate across Sales, Support, Services, and Product.
• Document customer interactions, health updates, risks, and lifecycle progression in Gainsight and Salesforce.
• Execute standardized Guided workflows and ensure consistency in reporting, handoffs, and engagement.
• Partner with Support and Services to manage escalations, ensuring the right resources are engaged at the right time while maintaining a scalable motion.

Required Skills & Experience

• 2–4+ years in Customer Success, Consulting, or related customer-facing roles.
• Experience managing a larger book of business across scaled or programmatic engagement models.
• Strong understanding of UKG’s product portfolio (or comparable HCM/WFM technology) and how customers extract value from each module.
• Ability to interpret usage data and health metrics to identify risks, gaps, and opportunities.
• Strong communication and presentation skills, with comfort guiding customers in structured digital interactions.
• Highly organized with the ability to manage many customers simultaneously while following standardized processes.
• Experience with Gainsight or Salesforce.

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

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 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 [email protected]