Senior Customer Success Manager

Job not on LinkedIn

🔥 1 hour ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Mosaic Consulting Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

💼 Consulting

👥 HR Tech

Consulting • HR Tech

Mosaic Consulting Group is an exclusive UKG partner specializing in a full suite of UKG Pro and Workforce Management services. The company offers a wide range of solutions including implementation, strategy, optimization, payroll processing, interface development, and HR outsourcing. With a focus on delivering exceptional service and value, Mosaic's team of experts applies best practices from numerous projects to help clients maximize their UKG investments. Their commitment to ethical practices, accountability, and teamwork drives their mission to inspire confidence and make a difference in their clients' operations.

📋 Description

• Report to the Senior Director, Customer Success • Partner with Junior CSMs, the Renewals Specialist, and the vertical Sales Director • Serve as the named CSM for every Tier 1 and Tier 2 account in the assigned vertical • Provide high-touch engagement for Tier 1 accounts, including executive sponsor pairing and quarterly Executive Business Reviews • Provide structured engagement for Tier 2 accounts, including regular QBR cadence and active health monitoring • Build and maintain account plans for Tier 1 and Tier 2 accounts • Own key-contact identification and maintenance in Salesforce • Represent customer interests and route selling and negotiating activity to Sales or the Renewals Specialist • Capture CSAT and NPS after every QBR and relationship NPS twice yearly • Escalate at-risk signals and partner on interventions with leadership • Serve as subject-matter expert on HCM, Payroll, and WFM • Translate platform capabilities into customer outcomes • Build industry credibility through relevant benchmarks, trends, and peer context • Identify and pursue expansion and upsell opportunities with Sales • Develop reference and case-study candidates • Connect accounts with Mosaic Sales Directors and UKG account teams • Own outcomes measured by customer satisfaction, referenceability, retention, and growth

🎯 Requirements

• 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 • Direct, hands-on experience with the UKG platform is a plus • Industry or vertical experience in Healthcare, Manufacturing or industrial operations, Public Sector, Retail & Hospitality, or Services & Distribution is a plus • Salesforce or comparable CRM experience • Experience contributing to case studies, success stories, or a formal reference program