Why UKG:
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.
Position Summary
The Success Engineering Manager will lead a new India-based Customer Success Engineering function focused on helping UKG Customer Success teams scale technical product expertise, improve customer adoption, and identify at-risk accounts where Success Engineering attention can drive measurable impact.
This leader will manage a team of Customer Success Engineers who support India Customer Success through product enablement, technical advisory support, repeatable content, and customer intelligence. The role is responsible for building operating rhythms, prioritization models, and cross-functional partnerships that help Customer Success focus limited technical resources on the right customers at the right time.
Key Responsibilities
- Recruit, onboard, coach, and develop India-based Customer Success Engineers, including role clarity, performance expectations, and career development plans.
- Establish the operating model for how India Success Engineering supports Guided, Digital, and broader Customer Success motions.
- Partner with North America Success Engineering leadership to align priorities, engagement models, escalation paths, and product enablement standards.
- Build a scalable technical enablement engine for India Customer Success, including demos, playbooks, launch materials, webinars, office hours, and reusable guidance.
- Establish customer intelligence workflows that mine Compass, Gainsight, support, renewal, adoption, telemetry, and account data to identify accounts requiring Success Engineering focus.
- Create prioritization frameworks that help the team focus on high-risk, high-impact, or high-value accounts and product adoption opportunities.
- Develop dashboards, reporting, and executive-ready insights that show risk movement, adoption themes, intervention outcomes, and resource impact.
- Serve as escalation leader for complex technical customer issues requiring architecture guidance or cross-functional coordination.
- Partner with Product, Engineering, Support, Services, Sales, and Customer Success leaders to surface customer feedback, identify friction points, and influence roadmap priorities.
- Build a culture of operational discipline, customer outcomes, product fluency, and continuous improvement.
Qualifications
- 8+ years of experience with UKG products or enterprise HCM, payroll, workforce management, or HR technology platforms.
- 3+ years of people leadership experience, preferably leading technical, consulting, customer success, or enablement teams.
- Strong understanding of Customer Success operating models, adoption motions, retention levers, and customer health frameworks.
- Experience using data and customer signals to identify risk, prioritize work, and measure business outcomes.
- Ability to communicate complex technical and business concepts clearly to executives, technical stakeholders, and internal teams.
- Experience creating scalable enablement programs, technical playbooks, or product readiness motions preferred.
- Experience with Compass, Gainsight, Power BI, Salesforce, telemetry, SQL, or customer analytics platforms preferred.
Success Measures
- India Customer Success teams demonstrate stronger product fluency and confidence discussing UKG product value and new features.
- At-risk accounts are identified earlier and prioritized consistently based on data-driven signals.
- Success Engineering interventions are measurable, repeatable, and aligned to adoption, retention, and value realization outcomes.
- Reusable enablement content reduces one-off support and increases CS scalability.
Company Overview:
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry — because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected]
