Here at UKG, our purpose is people™ . Our HR, payroll, and workforce management solutions help organizations unlock happier outcomes for all. And our U Krewers, who build those solutions and support our business, are talented, collaborative, and innovative problem-solvers. We strive to create a culture of belonging and an employee experience that empowers our people - both at work and at home. Our benefits show that we care about the whole you, from adoption and surrogacy assistance to tuition reimbursement and wellness programs. Our employee resource groups provide a welcoming place to land, learn, and connect with those who share your passions and interests. What are you waiting for? Learn more at www.ukg.com/careers #WeAreUKG

Position Summary

As a Director of Customer Success Management, you will lead and inspire a team of Customer Success Managers (CSMs) to ensure our customers achieve their desired outcomes and derive maximum value from our solutions. Reporting to the Vice President of Customer Success, this high-profile role requires strategic vision, strong leadership, and the ability to drive transformational change across the organization.

Key Responsibilities

Leadership and Strategy

Build and lead a high-performing, customer-centric team of CSMs.
Develop and execute a long-term strategic plan for customer success that aligns with the company's business objectives.
Foster a culture of innovation and continuous improvement within the team.
Maintain a strong executive presence and influence both within the team and across the organization.
Facilitate decision-making, issue resolution, and consensus among team members and cross-functional partners.
Relationship Management

Oversee and ensure the success of a portfolio of customer accounts, focusing on driving product adoption and maintaining high customer retention.
Develop and maintain effective relationships with key contacts within customer organizations, including decision-makers and daily users.
Participate in periodic business reviews with key customers in your team's portfolio.
Understand customers' business objectives and advocate for their goals within the company.
Customer Advocacy and Sentiment

Monitor customer satisfaction metrics and collaborate with internal stakeholders to address customer needs.
Act as the customer's voice within the company, communicating feedback to internal teams to drive improvements.
Work closely with various teams to resolve customer risks and escalated issues promptly.
Value Realization and Optimization

Ensure your team helps customers utilize all available resources to maximize their use of our products.
Maintain in-depth knowledge of the product's features, functionalities, and updates, and serve as a subject matter expert.
Identify trends in customer usage and expectations and communicate these trends to relevant teams.
Identify opportunities for customer expansion and optimization, and work with the sales team to develop appropriate leads.
Operational and Financial Management

Manage the overall operational, budgetary, and financial responsibilities for the customer success team.
Make business decisions that are financially responsible, accountable, and justifiable in accordance with company policies and procedures.
Coaching and Development

Coach, mentor, and develop employees, including overseeing new hire onboarding and providing career development planning and opportunities.
Provide effective performance feedback through formal reviews, employee recognition, rewards, and disciplinary action.

Basic Qualifications:

Minimum of 5 years of experience leading and managing teams.
At least 7 years of experience in a customer-facing role, such as account management or customer success, with specific experience in the SaaS HCM industry.
Effectively communicate project updates, strategic plans, and performance metrics to senior management while fostering collaboration.
Ability to work in multiple time zones.
Prepare and deliver comprehensive presentations on key performance indicators (KPIs) and other critical metrics to stakeholders, ensuring data is clearly communicated and actionable insights are provided.
Comfort and experience working within a highly matrixed organization with a wide degree of latitude

Preferred Qualifications:

Proven effectiveness with executives and high-level business acumen.
Strong change management skills and the ability to drive vision and strategy.
Experience with P&L management.

Where we're going

UKG is on the cusp of something truly special. Worldwide, we already hold the #1 market share position for workforce management and the #2 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!

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws.

View The EEO Know Your Rights poster and its supplement.

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.

Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.

The pay range for this position is $142,100 to $204,200, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https://www.ukg.com/careers