About this role
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.
Drive Growth & Referenceability
• 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.