Sr Customer Success Manager

Job description

Company and benefits

Job ID

SRCUS018990

Employment Type

Regular

Work Style

remote

Location

Australia

Travel

Up to 25%

Role

Sr Customer Success Manager

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.

About the Role:

As a Customer Success Manager (CSM), you will manage a portfolio of 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

Handles a portfolio of accounts

Proactively engages with customers, conducts reviews of new features, and addresses basic churn risks

Advocates for customers by monitoring detailed metrics and working closely with internal teams to address needs

Communicates status updates and get-well plans

Maintains foundational knowledge of the product suite and offers best practices to maximize product adoption

Identifies trends and communicates with UKG teams to advocate for customers

Independently designs and implements customer success strategies, identifying areas of risk and opportunity

What You'll Bring:

Knowledge:

Basic understanding of customer success principles

Familiarity with UKG product suite and its core features

Proficient at Microsoft Office Suite, Awareness of customer metrics and basic data analysis

Skills:

Relationship management for small to medium-sized accounts

Identifying upselling and cross-selling opportunities

Basic problem-solving and collaboration with internal teams

Abilities:

Ability to build and maintain relationships with key stakeholders

Ability to build strategic relationships with all levels in the organization

Effective communication and advocacy for customer needs

Ability to monitoring and analyze customer usage data and provide basic gap analysis

Basic Qualifications:

Minimum of 2 years of experience in customer success, account management, or related roles

Basic experience with CRM systems and customer success tools

Preferred Qualifications:

Bachelor’s degree in business, marketing, or related field.

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.

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 UKGCareers@ukg.com

NOTICE ON HIRING SCAMS

UKG will never ask you for a copy of your driver’s license, social security card, or passport during a job inter

ABOUT OUR JOB DESCRIPTIONS

All job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.