Position Summary As a Lead Customer Success Manager (CSM), you will manage a portfolio of Midmarket and/or Enterprise 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: o Oversees key stakeholder relationships for UKG's high-value Midmarket or Enterprise accounts* o Aligns engagement with strategic account plans and drives customer retention through advanced relationship management strategies. • Customer Advocacy and Sentiment: o Acts as the primary voice of the customer within UKG, driving significant improvements based on customer feedback. o Leads cross-functional teams to resolve escalated issues promptly. • Value Attainment and Optimization: o Serves as a subject matter expert, providing advanced guidance and best practices. o Identifies and recommends training sessions and workshops to optimize product usage and value realization. • Additional Responsibilities: o Sets strategic success goals for customer accounts and directs cross-functional teams to execute these goals. o Provides leadership and guidance to junior team members, ensuring best practices are followed. Expectations • Knowledge: o Expert understanding of customer success policies and procedures. o Extensive knowledge of UKG product suite and its strategic value. o Advanced understanding of customer success metrics and KPIs. • Skills: o Overseeing customer success team and operations. o Developing and implementing customer success policies. o Collaborating with other departments for customer satisfaction o Reporting on customer success metrics to senior management. • Abilities: o Ability to oversee and optimize customer success operations. o Strategic thinking and policy development. o Strong leadership and cross-departmental collaboration. Basic Qualifications • Education: Bachelor's degree in Business, Marketing, or related field • Experience: • 8+ years of experience in customer success, account management, or related roles • Extensive experience overseeing customer success teams and operations. • Demonstrated success in developing and implementing customer success policies and