Lead Customer Success Engineer

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.

About the Team

The Customer Success Engineer team at UKG is a newly established function designed to elevate the technical partnership we offer our customers. Led by a seasoned Director who is building a scalable, high-impact organization, this team is central to driving architecture-led success strategies across our product portfolio-including Pro HR / Pay, Pro Talent, Pro WFM, and Ready. You'll be joining a collaborative, cross-functional group that works closely with Sales, Product, Engineering, and Support to ensure our customers achieve measurable outcomes and long-term value.

About the Role

As a Lead Customer Success Engineer, you will serve as a trusted technical advisor to UKG customers, partnering with Customer Success Managers (CSMs) to deliver strategic, architecture-driven engagements. You'll help customers align their business goals with UKG's platform capabilities, guiding them through solution design, adoption strategies, and scalable best practices. This role blends deep product expertise, business acumen, and customer-facing leadership to accelerate value realization and drive retention.

Key Responsibilities :

Partner with CSMs to engage customer executives, engineers, and technical teams, translating business requirements into scalable UKG solutions.

Deliver 1 : 1 and 1 : many enablement sessions, including webinars and product capability deep-dives.

Maintain and expand demo libraries to support scalable customer education.

Provide architectural guidance across configuration, integrations, data models, APIs, security, and governance.

Monitor and contribute to customer-facing Community groups, offering timely product guidance.

Lead internal enablement sessions (Empower and Enablement Hour) with training content.

Identify risks and design flaws during engagements, proactively recommending solutions.

Collaborate with CSMs to define success plans and measurable outcomes.

Drive adoption of features aligned to customer goals, increasing satisfaction and utilization.

Surface expansion opportunities by identifying unmet needs aligned with UKG offerings.

Influence product roadmaps by escalating customer feedback to internal teams.

Create and share best practices, architecture playbooks, and success accelerators.

Contribute to internal knowledge-sharing through whitepapers and reference architectures.

Stay current with UKG product capabilities and industry trends to embed innovation into strategies.

Represent UKG as a subject-matter expert in workshops, advisory boards, and executive briefings.

About You

Basic Qualifications :

7+ years of experience implementing UKG products.

Proven ability to connect business outcomes with technical design.

Strong communication skills with the ability to engage both executives and technical stakeholders.

Demonstrated success in driving customer adoption and platform value.

Experience leading customer-facing engagements and presenting complex concepts clearly.

Familiarity with architecture frameworks, integration patterns, and governance models.

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.

Equal Opportunity Employer

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories. View The EEO Know Your Rights poster UKG participates in E-Verify. View the E-Verify posters here.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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 UKGCareers@ukg.com.

The pay range for this position is $112000 to $136000, however, base pay offered may vary depending on skills, experience, job-related knowledge and location. This position is also eligible for a short-term incentive and a long-term incentive as part of total compensation. Information about UKG's comprehensive benefits can be reviewed on our careers site at https : / / www.ukg.com / about-us / careers / benefits

NOTICE ON HIRING SCAMS

UKG will never ask you for a copy of your driver's license, social security card, or passport during a job interview. For new hires, we do not ask for payment for equipment purchase, cost for training, or to receive onboarding documents. UKG does not make job offers outside of our formal hiring process. To help protect yourself against potential hiring scams, learn more about our formal hiring process, outlined here (https : / / www.ukg.com / about-us / careers / faqs) .

ABOUT OUR JOB DESCRIPTIONS

All job descriptions are written to accurately reflect the open job and include general work responsibilities. They do not present a comprehensive, detailed inventory of all duties, responsibilities, and qualifications required for the job. Management reserves the right to revise the job or require that other or different tasks be performed if or when circumstances change.

It is the policy of Ultimate Software to promote and assure equal employment opportunity for all current and prospective Peeps without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status entitled to protection under federal, state, or local anti-discrimination laws. This policy governs all matters related to recruitment, advertising, and initial selection of employment. It shall also apply to all other aspects of employment, including, but not limited to, compensation, promotion, demotion, transfer, lay-offs, terminations, leave of absence, and training opportunities.