Lead Customer Success Engineer (Digital)

UKG; Maharashtra; On-site; INR 2,500,000 - 4,200,000; Full time

Job summary

UKG in India is seeking a Lead Customer Success Engineer to serve as a senior technical advisor, product enablement leader, and customer intelligence partner for the India CS organization. This role partners closely with CSMs to improve customer outcomes through technical guidance, product adoption strategies, scalable education, and data-driven risk identification.

A core focus is helping CSMs confidently speak to the value of UKG products and newly released features, creating practical

Qualifications

• 7+ years of experience implementing, consulting on, supporting, or advising customers on UKG products.
• Deep expertise in one or more UKG solution areas such as Pro, WFM, Ready, Talent, Payroll, Reporting, Integrations, or Security.
• Strong ability to connect product capability, technical design, customer goals, and measurable business outcomes.
• Experience creating demos, webinars, enablement materials, product guides, or technical content for customer-facing teams.
• Excellent facilitation and presentation skills with the ability to engage CSMs, customer executives, technical stakeholders, and cross-functional partners.
• Strong analytical skills and experience interpreting customer health, adoption, support, telemetry, or renewal signals.
• Experience with Gainsight, Compass, Power BI, Salesforce, SQL, telemetry, or customer intelligence tools preferred.

Responsibilities

• Partner with CSMs to understand customer objectives, technical challenges, adoption gaps, and opportunities to leverage UKG capabilities more effectively.
• Provide architecture and technical guidance across configuration, integrations, data models, APIs, security, governance, and product best practices.
• Lead technical discovery, solution reviews, adoption workshops, and customer-facing product discussions when Success Engineering support is required.
• Analyze customer health, Compass signals, adoption data, support trends, renewal information, and product usage indicators to identify accounts needing CSE attention.
• Translate data insights into clear recommendations for CSMs, including suggested outreach, product adoption plays, enablement opportunities, and risk mitigation actions.
• Mentor Senior Customer Success Engineers and help establish standards for technical assessments, product enablement, risk analysis, and reusable content.
• Own the design and production of scalable product enablement for the CS organization, including short-form demo videos, feature walkthroughs, webinar decks, technical explainers, customer-ready talk tracks, and CSM coaching guides.
• Host recurring enablement webinars, office hours, and product deep-dive sessions that help CSMs understand releases, adoption opportunities, common objections, and value-based messaging.
• Create CSM-facing value narratives that connect product capabilities to outcomes such as adoption, efficiency, compliance, employee experience, retention, payroll accuracy, workforce optimization, and operational scale.
• Package repeatable product adoption plays and success accelerators that CSMs can use in Success Plans, renewal preparation, risk mitigation, and customer business reviews.
• Partner with Product, Product Marketing, Support, Services, and Enablement to ensure CS teams receive timely, accurate, and practical product readiness content.

Skills

Analytical skills

Presentation skills

Cross-functional collaboration

Demo creation

Enablement content

Customer success mindset

Tools

Gainsight

Compass

Power BI

Salesforce

SQL

Telemetry tools

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.

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.

Position Summary

The Lead Customer Success Engineer will serve as a senior technical advisor, product enablement leader, and customer intelligence partner for the India Customer Success organization. This role partners closely with CSMs to improve customer outcomes through technical guidance, product adoption strategies, scalable education, and data-driven risk identification.

A core focus of this role is helping CSMs confidently speak to the value of UKG products and newly released features. The Lead CSE will create practical enablement assets, demo experiences, talk tracks, and field-ready guidance that allow CSMs to connect capabilities to customer business outcomes in both 1:1 and 1:many settings.

Key Responsibilities

• Partner with CSMs to understand customer business objectives, technical challenges, adoption gaps, and opportunities to leverage UKG capabilities more effectively.
• Provide architecture and technical guidance across configuration, integrations, data models, APIs, security, governance, and product best practices.
• Lead technical discovery, solution reviews, adoption workshops, and customer-facing product discussions when Success Engineering support is required.
• Analyze customer health, Compass signals, adoption data, support trends, renewal information, and product usage indicators to identify accounts needing CSE attention.
• Translate data insights into clear recommendations for CSMs, including suggested outreach, product adoption plays, enablement opportunities, and risk mitigation actions.
• Mentor Senior Customer Success Engineers and help establish standards for technical assessments, product enablement, risk analysis, and reusable content.

Product Enablement & Content Creation Responsibilities

• Own the design and production of scalable product enablement for the CS organization, including short-form demo videos, feature walkthroughs, webinar decks, technical explainers, customer-ready talk tracks, and CSM coaching guides.
• Build demo libraries organized by product area, customer outcome, persona, and use case so CSMs can quickly show how UKG functionality supports business value.
• Translate new product releases into CS-ready enablement packages that explain what changed, why it matters, which customers benefit, how to position the value, and what CSMs should listen for in customer conversations.
• Host recurring enablement webinars, office hours, and product deep-dive sessions that help CSMs understand releases, adoption opportunities, common objections, and value-based messaging.
• Create CSM-facing value narratives that connect product capabilities to outcomes such as adoption, efficiency, compliance, employee experience, retention, payroll accuracy, workforce optimization, and operational scale.
• Package repeatable product adoption plays and success accelerators that CSMs can use in Success Plans, renewal preparation, risk mitigation, and customer business reviews.
• Partner with Product, Product Marketing, Support, Services, and Enablement to ensure CS teams receive timely, accurate, and practical product readiness content.

Qualifications

• 7+ years of experience implementing, consulting on, supporting, or advising customers on UKG products.
• Deep expertise in one or more UKG solution areas such as Pro, WFM, Ready, Talent, Payroll, Reporting, Integrations, or Security.
• Strong ability to connect product capability, technical design, customer goals, and measurable business outcomes.
• Experience creating demos, webinars, enablement materials, product guides, or technical content for customer-facing teams.
• Excellent facilitation and presentation skills with the ability to engage CSMs, customer executives, technical stakeholders, and cross-functional partners.
• Strong analytical skills and experience interpreting customer health, adoption, support, telemetry, or renewal signals.
• Experience with Gainsight, Compass, Power BI, Salesforce, SQL, telemetry, or customer intelligence tools preferred.

Success Measures

• CSMs can clearly articulate the value of UKG products and new features using consistent talk tracks and practical examples.
• Enablement assets are reusable, field-ready, and adopted by India CS and broader Customer Success teams.
• CSE recommendations help CSMs prioritize the right accounts, risks, and adoption opportunities.
• Product release readiness improves across CS through timely, relevant, outcome-oriented enablement.

Company Overview

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.

UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.

Disability Accommodation in the Application and Interview Process

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