Job Description

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

The Vice President, Customer Success is responsible for leading UKG’s global Customer Success organization, transforming Customer Success into a strategic growth engine that drives customer value realization, retention, expansion, advocacy, and measurable business outcomes through scalable engagement models, executive partnerships, and data-driven customer insights across enterprise, mid-market and SMB customers. This executive leader will develop scalable customer engagement models, champion value realization, and partner cross-functionally to maximize customer lifetime value and business growth.

Key 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.

Required Experience:

• 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.

Skills & Competencies:

• 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

Preferred Qualifications:

• 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.

Required Education:

• Bachelor’s degree in business, Technology, Management, Marketing, or related field.
• MBA or advanced degree preferred.

Basic Qualifications:

• Bachelor's degree
• 15 years of leadership experience in Customer Success organizations

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

Equal Opportunity Employer   

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

View The EEO Know Your Rights poster      

UKG participates in E-Verify. View the E-Verify posters here  

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 

Disability Accommodation in the Application and Interview Process

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 $233k to $335k. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG’s benefits and rewards at https://www.ukg.com/about-us/careers/benefits