Note: The job is a remote job and is open to candidates in USA. UKG is the Workforce Operating Platform that puts workforce understanding to work. The Vice President, Customer Success is responsible for leading UKG’s global Customer Success organization and transforming it into a strategic growth engine that drives customer value realization and retention.
Responsibilities
- Lead and develop a global team of Customer Success leaders and Customer Success Managers
- Drive customer retention, adoption, value realization, renewals, and expansion opportunities
- Establish scalable engagement strategies across high-touch, guided, and digital customer segments
- Own customer health, risk management, success planning, and executive business review programs
- Partner with Sales, Product, Services, Marketing, Support, and Engineering to deliver a seamless customer experience
- Represent the Voice of the Customer and influence product strategy and roadmap decisions
- Leverage customer insights, analytics, AI, and automation to improve customer outcomes and organizational efficiency
- Develop and monitor key performance metrics including retention, customer satisfaction, advocacy, adoption, and growth
- Serve as an executive sponsor and escalation point for strategic customer relationships
Skills
- 15+ years of leadership experience in Customer Success, Customer Experience, Account Management, Consulting, or SaaS organizations
- 8+ years leading global customer-facing teams through multiple levels of management
- Demonstrated success driving customer retention, growth, and executive customer engagement
- Experience building and scaling Customer Success operating models, processes, and teams
- Proven ability to lead transformational initiatives and influence cross-functional stakeholders
- Executive leadership and people development
- Customer Success strategy and lifecycle management
- Customer retention, renewals, and expansion planning
- Executive relationship management
- Value realization and customer outcome frameworks
- Data-driven decision making and KPI management
- Customer health scoring and segmentation strategies
- Cross-functional leadership and collaboration
- Strong business and financial acumen
- Experience with Gainsight or similar Customer Success platforms
- Experience applying AI, automation, analytics, and customer intelligence platforms
- Exceptional communication, presentation, and executive presence
- Bachelor's degree in business, Technology, Management, Marketing, or related field
- MBA or advanced degree preferred
- Bachelor's degree
- 15 years of leadership experience in Customer Success organizations
- Experience in HCM, Workforce Management, HR Technology, or enterprise SaaS
- Experience leading customer advocacy, executive sponsor, and Voice of Customer programs
- Track record of improving retention, customer satisfaction, and revenue growth through Customer Success initiatives
Benefits
- Employees may be eligible to participate in a performance-based bonus plan
- Receive restricted stock unit awards as part of total compensation
Company Overview