Vice President, Customer Success

About UKG

UKG builds a workforce operating platform used by millions of workers every day to start and end their workdays. The company focuses on helping people get paid, develop professionally, and contribute to the future of their industries. UKG emphasizes continuous learning, improvement, flexible work, meaningful benefits, and a collaborative team environment.

Role Overview

The Vice President of Customer Success will lead UKG’s worldwide Customer Success function and evolve it into a strategic engine for growth. This leader will be accountable for driving measurable customer outcomes, improving retention and expansion, strengthening advocacy, and increasing customer value through scalable engagement models, executive relationships, and insight-led decision making across enterprise, mid-market, and SMB segments.

Key Responsibilities

• Direct and grow a global organization of Customer Success leaders and Customer Success Managers.
• Improve retention, product adoption, realized customer value, renewals, and expansion revenue.
• Create scalable engagement approaches for high-touch, guided, and digital customer groups.
• Own customer health monitoring, risk mitigation, success planning, and executive business review programs.
• Work closely with Sales, Product, Services, Marketing, Support, and Engineering to ensure a smooth customer journey.
• Act as the customer advocate and help shape product direction and roadmap decisions.
• Use analytics, AI, automation, and customer insights to strengthen customer outcomes and internal efficiency.
• Track and manage performance measures such as retention, satisfaction, advocacy, adoption, and growth.
• Represent the business as an executive sponsor and escalation contact for key customer relationships.

Required Experience

• At least 15 years of leadership experience in Customer Success, Customer Experience, Account Management, Consulting, or SaaS environments.
• At least 8 years of experience managing global customer-facing teams across multiple management layers.
• Strong history of improving retention, growth, and executive-level customer engagement.
• Experience creating and scaling Customer Success operating models, processes, and teams.
• Proven ability to lead major transformation efforts and influence cross-functional partners.

Skills & Competencies

• Executive leadership and team development
• Customer success strategy and lifecycle management
• Renewal, retention, and expansion planning
• Senior stakeholder and executive relationship management
• Value realization and outcome-based frameworks
• KPI tracking and data-based decision making
• Customer health scoring and segmentation
• Cross-functional collaboration and influence
• Strong commercial and financial understanding
• Experience with Gainsight or similar customer success tools
• Use of AI, automation, analytics, and customer intelligence platforms
• Clear communication, presentations, and executive presence

Preferred Qualifications

Experience in HCM, workforce management, HR technology, or enterprise SaaS is preferred. Prior leadership of customer advocacy, executive sponsor, and voice-of-customer programs is also valued. A track record of improving retention, satisfaction, and revenue growth through Customer Success initiatives would be an advantage.

Education

A bachelor’s degree in business, technology, management, marketing, or a related subject is required. An MBA or another advanced degree is preferred. The basic qualification also confirms a bachelor’s degree plus 15 years of leadership experience in Customer Success organizations.

Equal Opportunity and Accessibility

UKG is an equal opportunity employer and considers applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, or other protected characteristics. Candidates needing assistance during the application or interview process can email UKGCareers@ukg.com for disability accommodations.

Legal and Compliance Notes

UKG participates in E-Verify. Massachusetts law prohibits requiring or administering a lie detector test as a condition of employment or continued employment; violations may lead to criminal penalties and civil liability.

Compensation and Benefits

The base pay range for this role is $233k to $335k. Actual pay may differ based on skills, experience, role-related knowledge, and work location. In addition to base salary, eligible employees may receive a performance bonus and restricted stock unit awards. UKG also offers benefits and rewards as part of total compensation.

Company Overview

UKG describes itself as the Workforce Operating Platform, powered by workforce insights and people-first AI. Its goal is to help organizations build trust, improve productivity, and support talent across industries by using workforce intelligence to solve business challenges.