Senior Customer Success Manager (Remote)

Ultipro; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Ultipro is seeking a Senior Customer Success Manager to lead high-touch relationship management for Tier 1 and Tier 2 accounts, focusing on HCM, Payroll, and WFM solutions. You will own account plans, drive executive reviews, and ensure customer outcomes align with renewal and expansion goals.

You will collaborate with Sales, Renewals, and Delivery teams, advocate for customers, monitor CSAT/NPS, and contribute to reference program development.

Qualifications

• Bachelor's degree or equivalent experience.
• 5+ years in customer success, account management, or consulting relationship roles within HCM, Payroll, or Workforce Management technology or services.
• Demonstrated ability to manage executive (VP-and-above) relationships at enterprise accounts.
• Comfortable owning customer outcomes without commercial or negotiation authority.

Responsibilities

• Own the relationship for Tier 1 and Tier 2 accounts with high-touch and structured touchpoints.
• Build and maintain account plans for Tier 1 and Tier 2 accounts.
• Identify and maintain key contact data in Salesforce for assigned accounts.
• Represent the customer’s interests and route selling/negotiation to Sales or Renewals.
• Capture customer sentiment via CSAT, NPS after QBRs, and periodic relationship NPS.
• Escalate at-risk signals and partner with leadership on interventions.
• Serve as SME on HCM, Payroll, and WFM and translate platform capabilities into outcomes.
• Develop industry credibility with benchmarks, trends, and peer context.
• Identify expansion and upsell opportunities and collaborate with sales teams.
• Build reference and case-study candidates from the book for references.

Skills

Customer Success

Account Management

Relationship Management

Executive-facing relationships

Education

Bachelor's degree or equivalent experience

Tools

Salesforce CRM

Job description

Senior Customer Success Manager (Remote)

Job Category: Sales, Marketing, and Account Management

Requisition Number: SENIO001330

• Posted : September 30, 2026
• Full-Time
• Remote

Locations

Showing 1 location

Remote

Description

Reports To & Team

This role reports to the Senior Director, Customer Success, and partners closely with the two Junior CSMs covering the pooled Tier 3 book, the Renewals Specialist, and the vertical Sales Director.

What You'll Do

Own the Relationship

• Serve as the named CSM for every Tier 1 and Tier 2 account in your vertical — high-touch for Tier 1 (executive sponsor pairing, quarterly Executive Business Review), structured touch for Tier 2 (regular QBR cadence, active health monitoring).
• Build and keep current an account plan for every Tier 1 and Tier 2 account.
• Own key-contact identification and maintenance in Salesforce for every assigned account.

Be the Customer's Advocate

• Represent the customer's interest, full stop — selling and negotiating activity routes to Sales or the Renewals Specialist, not the CSM.
• Capture customer sentiment systematically: CSAT and NPS after every QBR, plus a twice-yearly relationship NPS.
• Escalate at-risk signals early, partnering with the Senior Director and Delivery leadership on the intervention.

Bring Deep Expertise

• Serve as the subject-matter expert on HCM, Payroll, and WFM for your accounts, translating platform capability into customer outcomes.
• Build and maintain real industry credibility in the vertical — relevant benchmarks, trends, and peer context you bring to every account.
• Identify and pursue expansion and upsell opportunities against identified whitespace, partnering with your vertical Sales Director and New Business Sales.
• Build reference and case-study candidates from your book, feeding the reference and case-study pipeline.
• Be the connective tissue between the account and both your Sales Director at Mosaic and UKG's account teams — your credibility with the customer is what earns traction with both.

What Makes You Successful

Need to Haves

• Bachelor's degree or equivalent experience.
• 5+ years in customer success, account management, or consulting relationship roles within HCM, Payroll, or Workforce Management technology or services.
• Demonstrated ability to manage executive (VP-and-above) relationships at enterprise accounts.
• Comfortable owning customer outcomes without commercial or negotiation authority.

Nice to Haves

• Direct, hands-on experience with the UKG platform is a plus.
• Industry or vertical experience in one of the following verticals:
  • Healthcare — healthcare providers, payers, or health-system operations — including shift-based scheduling, credentialing, or clinical workforce compliance.
  • Manufacturing or industrial operations — including union labor agreements, shift differentials, or multi-plant workforce management.
  • Public Sector - government agencies or public-sector organizations — including civil-service pay structures, budget-cycle procurement, or public-sector compliance reporting.
  • Retail & Hospitality - retail or hospitality operations — including multi-location hourly workforce management, seasonal staffing swings, or labor-cost optimization.
  • Services & Distribution - services, logistics, or distribution operations — including multi-state workforce compliance, field-labor scheduling, or warehouse and distribution operations.
• Salesforce or comparable CRM experience.
• Experience contributing to case studies, success stories, or a formal reference program.

How You'll Be Measured

• Customer Satisfaction (CSAT) — post-QBR and post-support-interaction survey; target 90%+ top-two-box.
• Referenceability — share of your book willing to serve as a reference or case study.
• Retention — gross renewal rate and Net Revenue Retention of your assigned book.
• Growth — expansion and upsell revenue realized against identified whitespace.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.