Senior Customer Success Manager (Remote)

Reports To & Team

• This role reports to the Senior Director, Customer Success, and partners closely
• with the two Junior CSMs covering the pooled Tier 3 book, the Renewals
• Specialist, and the vertical Sales Director.

What You'll Do

• Own the Relationship
• Serve as the named CSM for every Tier 1 and Tier 2 account in your vertical —

• high-touch for Tier 1 (executive sponsor pairing, quarterly Executive
• Business Review), structured touch for Tier 2 (regular QBR cadence, active
• health monitoring).

• Build and keep current an account plan for every Tier 1 and Tier 2 account.
• Own key-contact identification and maintenance in Salesforce for every

assigned account.

Be the Customer's Advocate

• Represent the customer's interest, full stop — selling and negotiating

activity routes to Sales or the Renewals Specialist, not the CSM.

• Capture customer sentiment systematically: CSAT and NPS after every QBR, plus

a twice-yearly relationship NPS.

• Escalate at-risk signals early, partnering with the Senior Director and

Delivery leadership on the intervention.

Bring Deep Expertise

• Serve as the subject-matter expert on HCM, Payroll, and WFM for your

accounts, translating platform capability into customer outcomes.

• Build and maintain real industry credibility in the vertical — relevant

benchmarks, trends, and peer context you bring to every account.

Drive Growth & Referenceability

• Identify and pursue expansion and upsell opportunities against identified

• whitespace, partnering with your vertical Sales Director and New Business
• Sales.

• Build reference and case-study candidates from your book, feeding the

reference and case-study pipeline.

• Be the connective tissue between the account and both your Sales Director at

• Mosaic and UKG's account teams — your credibility with the customer is what
• earns traction with both.

What Makes You Successful

• Need to Haves
• Bachelor's degree or equivalent experience.
• 5+ years in customer success, account management, or consulting relationship

roles within HCM, Payroll, or Workforce Management technology or services.

• Demonstrated ability to manage executive (VP-and-above) relationships at

enterprise accounts.

• Comfortable owning customer outcomes without commercial or negotiation

authority.

Nice to Haves

• Direct, hands-on experience with the UKG platform is a plus.
• Industry or vertical experience in one of the following verticals:
• Healthcare — healthcare providers, payers, or health-system operations —

• including shift-based scheduling, credentialing, or clinical workforce
• compliance.

• Manufacturing or industrial operations — including union labor agreements,

shift differentials, or multi-plant workforce management.

• Public Sector - government agencies or public-sector organizations —

• including civil-service pay structures, budget-cycle procurement, or
• public-sector compliance reporting.

• Retail & Hospitality - retail or hospitality operations — including

• multi-location hourly workforce management, seasonal staffing swings, or
• labor-cost optimization.

• Services & Distribution - services, logistics, or distribution operations —

• including multi-state workforce compliance, field-labor scheduling, or
• warehouse and distribution operations.

• Salesforce or comparable CRM experience.
• Experience contributing to case studies, success stories, or a formal

reference program.

How You'll Be Measured

• Customer Satisfaction (CSAT) — post-QBR and post-support-interaction survey;

target 90%+ top-two-box.

• Referenceability — share of your book willing to serve as a reference or case

study.

• Retention — gross renewal rate and Net Revenue Retention of your assigned

book.

• Growth — expansion and upsell revenue realized against identified whitespace.