Job Description

Reports To & Team

This role reports to the Senior Director, Customer Success, and works alongside the other Junior CSM, the five vertical Senior CSMs, and the Renewals Specialist, escalating and receiving accounts as they move between tiers.

What You'll Do

• Share ownership of the full Tier 3 book across all verticals with the other Junior CSM - split by geography or vertical grouping (final split TBD) rather than vertical-aligned like Tier 1 and Tier 2.
• Run playbook-driven, semi-annual touchpoints and maintain self-service resources (knowledge base, standard reporting) rather than bespoke, high-touch cadence.
• Capture CSAT, annual NPS, and referenceability status for every assigned Tier 3 account.
• Monitor your portion of the book for tier-up signals - spend growth, expansion, deepening executive relationships - and escalate to the Senior Director for reassignment to the right vertical Senior CSM.
• Maintain key-contact records in Salesforce for your assigned Tier 3 accounts.
• Flag Tier 3 accounts with a strong outcome story to support the reference and case-study pipeline.

What Makes You Successful

Need to Haves

• Bachelor's degree or equivalent experience.
• 1-3 years in customer success, account management, or a client-facing support role - ideally touching HCM, Payroll, or Workforce Management software or services.
• Comfortable managing a high-volume portfolio through process and self-service tools rather than one-to-one relationship depth alone.
• Organized and detail-oriented, comfortable working in Salesforce or a comparable CRM.

Nice to Haves

• Direct, hands-on exposure to the UKG platform is a plus.
• Experience with a scaled, pooled, or "tech-touch" customer success model.

How You'll Be Measured

• CSAT / NPS across your assigned portion of the Tier 3 book.
• Referenceability rate of your assigned portion of the Tier 3 book.
• Retention of your assigned portion of the Tier 3 book.
• Accuracy and timeliness of your tier-up escalations.

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