VP. Customer Success at UKG via TechSalesJobs.org

Company Overview 

With 80,000 customers across 150 countries, UKG is the largest U.S.-based private software company in the world. And we’re only getting started. Ready to bring your bold ideas and collaborative mindset to an organization that still has so much more to build and achieve? Read on.  

At UKG, you get more than just a job. You get to work with purpose. Our team of U Krewers are on a mission to inspire every organization to become a great place to work through our award-winning HR technology built for all.

Here, we know that you’re more than your work. That’s why our benefits help you thrive personally and professionally, from wellness programs and tuition reimbursement to U Choose — a customizable expense reimbursement program that can be used for more than 200+ needs that best suit you and your family, from student loan repayment, to childcare, to pet insurance. Our inclusive culture, active and engaged employee resource groups, and caring leaders value every voice and support you in doing the best work of your career. If you’re passionate about our purpose — people —then we can’t wait to support whatever gives you purpose. We’re united by purpose, inspired by you.  

Position Overview

As head of UKG’s Customer Success Management team, you will lead and inspire a global team of leaders and Customer Success Managers (CSMs) to ensure UKG’s customers achieve their desired outcomes and derive maximum value from our solutions. Reporting to the Group Vice President of Relationship Management, you will serve on the senior leadership team for Relationship Management and drive strategic decision-making around the customer experience, frequently interacting with senior leaders outside of your function. This high-profile role requires strategic vision, strong leadership and execution, excellent customer-facing skills, and the ability to look ahead to drive transformational change across the organization.

Responsibilities

• Provide strategic leadership of the customer success department.
• Develop an execution model for the CSM team that includes all important KPIs and customer metrics to gauge department performance and enable adoption of products and services, continuously evolving CSM playbooks, training, and engagement models to drive the highest levels of customer success.
• Build productive relationships with senior leaders in sales, support, services, marketing, and product to ensure alignment on the current customer experience and future initiatives.
• Enable desired customer success outcomes by aiding renewals and account managers, helping to expand revenue, and contributing to the efforts to increase product adoption and other relevant CS metrics and health scores.
• Design and manage the reach-out process, channels, and touchpoints, and helping the CS team work productively with these processes.
• Review and adjust all CS processes: onboarding, training, management, advocacy, upsell/cross-sell, and supporting renewals.
• Recruit, attract, and onboard new CS team members, helping them integrate with the team, and encouraging collaboration and learning within the group.
• Cross-functional team management, compensation management, and contributing to decisions regarding team structures.
• Manage customer relationships across the entire CS team, helping others on the team maintain and improve the relationships under their purview and keeping a pulse on all parts of the markets UKG serves.
• Understand customers’ business objectives globally and across small, medium, and enterprise markets and be a voice for their goals within the company, aligning closely with UKG’s core value propositions.

Who You Are

• Minimum 10 years of experience working as a customer success leader with accountability for a global customer success department with proven performance and specific goal achievement.
• High emotional intelligence and strong persuasion and diplomacy skills to manage and build consensus throughout the customer success department, its activities, and relevant stakeholders.
• Proven experience in the SaaS industry, with a deep understanding of subscription-based business models.
• Expert communication skills and the ability to hold C-level customer conversations that drive business for both parties and move the relationship forward.
• Experience working with product management and other technical teams to ensure deep alignment with CS, especially in an environment with a complex product portfolio
• In-depth go-to-market knowledge and a track record of implementing and measuring operational metrics in a global, cross-functional team and fast-paced, high-growth environment.
• Strong analytical and goal-oriented mindset with a bias towards action, backed by expert-level people and project management knowledge and skillset.
• Advanced business experience and ability to create strategies, guidelines, and objectives and implement them while driving business growth and creating data-driven reports.

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 $227,600.00 to $327,200.00, 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.