Senior Customer Success Manager (Remote)

Mosaic Consulting Group•,

8d•Remote

About The Position

This role is for a Senior Customer Success Manager who will be responsible for owning the relationship with Tier 1 and Tier 2 accounts within a specific vertical. The position requires a high-touch approach for Tier 1 accounts, including executive sponsor pairing and quarterly Executive Business Reviews, and a structured touch for Tier 2 accounts with regular QBR cadences and active health monitoring. The CSM will also be responsible for building and maintaining account plans, identifying and maintaining key contacts in Salesforce, and acting as the customer's advocate by representing their interests and capturing customer sentiment through CSAT and NPS surveys. Additionally, the role involves serving as a subject-matter expert on HCM, Payroll, and WFM, building industry credibility, driving growth through expansion and upsell opportunities, and fostering referenceability by identifying candidates for case studies and references. The CSM will act as a liaison between the account and internal sales and account teams.

Requirements

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, Manufacturing or industrial operations, Public Sector, Retail & Hospitality, Services & Distribution.
Salesforce or comparable CRM experience.
Experience contributing to case studies, success stories, or a formal reference program.

Responsibilities

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.
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.
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.
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.