Senior Director, Customer Success

🔥 11 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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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 Chief Revenue Officer and lead a team of eight across Mosaic's UKG and Payroll client base • Hire, coach, and develop Senior CSMs, Junior CSMs, and a Renewals Specialist • Own portfolio retention, account growth, and forecasting across all three tiers • Maintain the account tiering model, annual re-scoring cycle, and tier assignments • Set and enforce tier-specific engagement standards, including QBR, Steerco, Executive Business Review, and reporting cadences • Review and approve Tier 1 account plans and ensure Tier 1 and Tier 2 plans remain current • Report portfolio health, retention, growth, and client satisfaction to the CEO and executive leadership • Own the client health program, including CSAT and NPS capture • Own the reference and case-study pipeline and ensure Tier 1 and Tier 2 accounts have documented outcome stories • Partner with the Renewals Specialist on renewal governance and serve as executive escalation point for at-risk accounts • Enforce renewal-readiness checkpoints at 120, 90, and 60 days • Track and report revenue reduction alongside retention and growth • Own the CSM KPI framework covering CSAT, Referenceability, Retention, and Growth • Partner with vertical Sales Directors on multi-year client roadmaps, cross-sell, and upsell strategy • Support Senior CSM growth in vertical industry expertise and collaboration with Mosaic Sales Directors and UKG • Define the boundary between customer advocacy and commercial activity, routing selling and negotiations to Sales and Renewals • Own key-contact capture in Salesforce • Partner with install-base sales on lead tracking and routing

🎯 Requirements

• Bachelor's degree in business, human resources, or a related field, or equivalent experience • 8+ years in account management, client success, or consulting relationship roles • 3+ years leading and developing a team • Track record of owning and hitting a retention or revenue number across a portfolio • Experience building or operating an account segmentation, tiering, or coverage model • Demonstrated success partnering with a delivery or operations organization • Background in HCM, Payroll, or Workforce Management technology or services • Experience in professional services or enterprise software consulting • Credibility in front of client executives • Ability to work fully remote and travel up to 30% as needed for client and team work • Direct, hands-on UKG platform experience is a plus • SAP or other enterprise HCM/ERP systems experience is welcome • Experience standing up a customer success or account management function from the ground up is a plus • Experience building client health, voice-of-client, or reference programs is a plus • Experience with Salesforce or a comparable CRM is a plus

🏖️ Benefits

• Fully remote work arrangement • Ability to travel up to 30% as needed for client and team work