Manager Customer Success Engineer

Recruit, onboard, coach, and develop India-based Customer Success Engineers, including role clarity, performance expectations, and career development plans. Establish the operating model for how India Success Engineering supports Guided, Digital, and broader Customer Success motions. Partner with North America Success Engineering leadership to align priorities, engagement models, escalation paths, and product enablement standards. Build a scalable technical enablement engine for India Customer Success, including demos, playbooks, launch materials, webinars, office hours, and reusable guidance. Establish customer intelligence workflows that mine Compass, Gainsight, support, renewal, adoption, telemetry, and account data to identify accounts requiring Success Engineering focus. Create prioritization frameworks that help the team focus on high-risk, high-impact, or high-value accounts and product adoption opportunities. Develop dashboards, reporting, and executive-ready insights that show risk movement, adoption themes, intervention outcomes, and resource impact. Serve as escalation leader for complex technical customer issues requiring architecture guidance or cross-functional coordination. Partner with Product, Engineering, Support, Services, Sales, and Customer Success leaders to surface customer feedback, identify friction points, and influence roadmap priorities. Build a culture of operational discipline, customer outcomes, product fluency, and continuous improvement. 8+ years of experience with UKG products or enterprise HCM, payroll, workforce management, or HR technology platforms. 3+ years of people leadership experience, preferably leading technical, consulting, customer success, or enablement teams. Strong understanding of Customer Success operating models, adoption motions, retention levers, and customer health frameworks. Experience using data and customer signals to identify risk, prioritize work, and measure business outcomes. Ability to communicate complex technical and business concepts clearly to executives, technical stakeholders, and internal teams. Experience creating scalable enablement programs, technical playbooks, or product readiness motions preferred. Experience with Compass, Gainsight, Power BI, Salesforce, telemetry, SQL, or customer analytics platforms preferred. Success Measures India Customer Success teams demonstrate stronger product fluency and confidence discussing UKG product value and new features. At-risk accounts are identified earlier and prioritized consistently based on data-driven signals. Success Engineering interventions are measurable, repeatable, and aligned to adoption, retention, and value realization outcomes. Reusable enablement content reduces one-off support and increases CS scalability.