Lead Customer Success Manager

95% say women are treated fairly and equally to men

99% would recommend this company to other women

94% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members.

Paid leave for new and adoptive parents, medical coverage for IVF services & reimbursement to help offset adoption and surrogacy expenses.

45% company match on total employee 401(k) contributions up to the IRS annual limit.

Unlimited paid time off for you to rest, re-charge, and pursue your personal aspirations.

Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you're passionate about our purpose - people -then we can't wait to support whatever gives you purpose. We're united by purpose, inspired by you.

Position Summary

As a Lead Customer Success Manager (CSM), you will manage a portfolio of primarily French customer accounts and act as an ambassador of UKG's customer experience. You will develop a deep understanding of the product suite utilized by your customer base, staying current with feature releases and core value drivers within UKG's solutions. This role focuses on optimizing the customer experience, lead generation, creating references, and collaborative advocacy. You will build and maintain relationships with key customer stakeholders, influencers, primarily power users and system administrators, aligning engagement with the strategic account plan to ensure customers fully leverage our platform to achieve their business goals.

Key Responsibilities

Relationship Management

Oversees key stakeholder relationships for UKG's high-value accounts

Aligns engagement with strategic account plans and drives customer retention through advanced relationship management strategies.

Customer Advocacy And Sentiment

Acts as the primary voice of the customer within UKG, driving significant improvements based on customer feedback.

Leads cross-functional teams to resolve escalated issues promptly.

Value Attainment And Optimization

Serves as a subject matter expert, providing advanced guidance and best practices.

Identifies and recommends training sessions and workshops to optimize product usage and value realization.

Additional Responsibilities

Sets strategic success goals for customer accounts and directs cross-functional teams to execute these goals.

Provides leadership and guidance to junior team members, ensuring best practices are followed.

Knowledge

Expert understanding of customer success policies and procedures.

Extensive knowledge of UKG product suite and its strategic value.

Advanced understanding of customer success metrics and KPIs.

Skills

Fluent in French

Developing and implementing customer success plans.

Collaborating with other departments for customer satisfaction

Reporting on customer success metrics to senior management.

Abilities

Ability to oversee and optimize customer success plans.

Strategic thinking and policy development.

Strong leadership and cross-departmental collaboration.

Basic Qualifications

Bachelor's degree in business, Marketing, or related field

8+ years of experience in customer success, account management, or related roles

Preferred Qualifications

Extensive experience overseeing customer success teams and operations.

Demonstrated success in developing and implementing customer success plans and strategies.

Where we're going
UKG is on the cusp of something truly special. Worldwide, we already hold the market share position for workforce management and the 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 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 emailprotected

95% say women are treated fairly and equally to men

99% would recommend this company to other women

94% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members.

Paid leave for new and adoptive parents, medical coverage for IVF services & reimbursement to help offset adoption and surrogacy expenses.

45% company match on total employee 401(k) contributions up to the IRS annual limit.

Unlimited paid time off for you to rest, re-charge, and pursue your personal aspirations.