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Strong employer brand, common CSM title, mid-level experience, and metro location increase competition.
SaaS CSM skills are transferable, but HCM/WFM product knowledge increases domain specificity.
Explicit years, domain-specific HCM experience, and required Gainsight/Salesforce create strict screening.
Manage a defined portfolio of customers through scalable digital and programmatic engagement to drive adoption, value realization, and retention.
Proactively monitor customer health signals and usage data to identify risks and coordinate issue resolution within a structured risk management framework.
Identify expansion opportunities and collaborate with Sales by leveraging adoption insights and customer goals.
2–4+ years in Customer Success, Consulting, or related customer-facing roles.
Experience managing larger books of business with scaled or programmatic engagement models.
Familiarity with HCM/WFM technology or UKG’s product portfolio and ability to interpret usage data and health metrics.
Experience with Gainsight or Salesforce CRM tools.
Comfortable operating in a technology-enabled, scalable customer success environment with structured digital playbooks and workflows.
Skilled at balancing multiple customer accounts simultaneously with standardized, measurable processes.
Strong communication skills to guide customers through digital interactions and convey complex product capabilities effectively.