Customer Success Manager (Remote)

Reports To & Team

• This role reports to the Senior Director, Customer Success, and works alongside
• the other Junior CSM, the five vertical Senior CSMs, and the Renewals
• Specialist, escalating and receiving accounts as they move between tiers.

What You'll Do

• Share ownership of the full Tier 3 book across all verticals with the other

• Junior CSM — split by geography or vertical grouping (final split TBD) rather
• than vertical-aligned like Tier 1 and Tier 2.

• Run playbook-driven, semi-annual touchpoints and maintain self-service

• resources (knowledge base, standard reporting) rather than bespoke,
• high-touch cadence.

• Capture CSAT, annual NPS, and referenceability status for every assigned Tier

3 account.

• Monitor your portion of the book for tier-up signals — spend growth,

• expansion, deepening executive relationships — and escalate to the Senior
• Director for reassignment to the right vertical Senior CSM.

• Maintain key-contact records in Salesforce for your assigned Tier 3 accounts.
• Flag Tier 3 accounts with a strong outcome story to support the reference and

case-study pipeline.

What Makes You Successful

• Need to Haves
• Bachelor's degree or equivalent experience.
• 1–3 years in customer success, account management, or a client-facing support

• role — ideally touching HCM, Payroll, or Workforce Management software or
• services.

• Comfortable managing a high-volume portfolio through process and self-service

tools rather than one-to-one relationship depth alone.

• Organized and detail-oriented, comfortable working in Salesforce or a

comparable CRM.

Nice to Haves

• Direct, hands-on exposure to the UKG platform is a plus.
• Experience with a scaled, pooled, or “tech-touch” customer success model.

How You'll Be Measured

• CSAT / NPS across your assigned portion of the Tier 3 book.
• Referenceability rate of your assigned portion of the Tier 3 book.
• Retention of your assigned portion of the Tier 3 book.
• Accuracy and timeliness of your tier-up escalations.