Lead Customer Success Engineer (Digital)

Partner with CSMs to understand customer business objectives, technical challenges, adoption gaps, and opportunities to leverage UKG capabilities more effectively. Provide architecture and technical guidance across configuration, integrations, data models, APIs, security, governance, and product best practices. Lead technical discovery, solution reviews, adoption workshops, and customer-facing product discussions when Success Engineering support is required. Analyze customer health, Compass signals, adoption data, support trends, renewal information, and product usage indicators to identify accounts needing CSE attention. Translate data insights into clear recommendations for CSMs, including suggested outreach, product adoption plays, enablement opportunities, and risk mitigation actions. Mentor Senior Customer Success Engineers and help establish standards for technical assessments, product enablement, risk analysis, and reusable content. Own the design and production of scalable product enablement for the CS organization, including short-form demo videos, feature walkthroughs, webinar decks, technical explainers, customer-ready talk tracks, and CSM coaching guides. Build demo libraries organized by product area, customer outcome, persona, and use case so CSMs can quickly show how UKG functionality supports business value. Translate new product releases into CS-ready enablement packages that explain what changed, why it matters, which customers benefit, how to position the value, and what CSMs should listen for in customer conversations. Host recurring enablement webinars, office hours, and product deep-dive sessions that help CSMs understand releases, adoption opportunities, common objections, and value-based messaging. Create CSM-facing value narratives that connect product capabilities to outcomes such as adoption, efficiency, compliance, employee experience, retention, payroll accuracy, workforce optimization, and operational scale. Package repeatable product adoption plays and success accelerators that CSMs can use in Success Plans, renewal preparation, risk mitigation, and customer business reviews. Partner with Product, Product Marketing, Support, Services, and Enablement to ensure CS teams receive timely, accurate, and practical product readiness content. 7+ years of experience implementing, consulting on, supporting, or advising customers on UKG products. Deep expertise in one or more UKG solution areas such as Pro, WFM, Ready, Talent, Payroll, Reporting, Integrations, or Security. Strong ability to connect product capability, technical design, customer goals, and measurable business outcomes. Experience creating demos, webinars, enablement materials, product guides, or technical content for customer-facing teams. Excellent facilitation and presentation skills with the ability to engage CSMs, customer executives, technical stakeholders, and cross-functional partners. Strong analytical skills and experience interpreting customer health, adoption, support, telemetry, or renewal signals. Experience with Gainsight, Compass, Power BI, Salesforce, SQL, telemetry, or customer intelligence tools preferred. Success Measures CSMs can clearly articulate the value of UKG products and new features using consistent talk tracks and practical examples. Enablement assets are reusable, field-ready, and adopted by India CS and broader Customer Success teams. CSE recommendations help CSMs prioritize the right accounts, risks, and adoption opportunities. Product release readiness improves across CS through timely, relevant, outcome-oriented enablement.