About Us
Great Place To Work® is the global authority on workplace culture. Our mission is to help every place become a Great Place To Work® for all. We give leaders and organizations the recognition and tools to create a consistently and overwhelmingly positive employee experience, fostering cultures that are proven to drive business, improve lives, and better society.

Our recognition is the most coveted and respected in the world for elevating employer brands to attract the right people. Our proprietary methodology and platform enable organizations to truly capture, analyze, and understand the experience of all employees. Our groundbreaking research empowers organizations to build cultures that retain talent and unlock the potential of every employee. Our coaches, content, and community connect the boldest leaders, ideas, and innovations in employee experience. Since 1992, our Certification™, Best Workplaces™ Lists, and global benchmarks have become the industry standard, built on data from more than 100 million employees in 150 countries around the world.

In 2021, Great Place To Work® was acquired by UKG (Ultimate Kronos Group.) As a leading global provider of HCM, payroll, HR service delivery, and workforce management solutions, UKG believes organizations succeed when they focus on their people. While Great Place To Work® will continue operating independently within the UKG family, our research and insights will help UKG differentiate its best-in-class HR, talent, and workforce management technology, and together we'll support every workplace to become great. UKG has 15,000 employees around the globe and is known for its inclusive and supportive workplace culture and best-in-class rewards and benefits.

Both UKG and Great Place To Work® are leading the change on what it means to be a Great Place To Work® for all, and we are proud to be Certified™ great workplaces!

About the Position

Customer Success Managers (CSMs) connect our customers to the Great Place To Work ecosystem from point of sale. The CSM team works transparently in a cross-collaborative and highly integrated environment. CSMs are directly responsible for ensuring our customer’s desire to renew and leverage our technology, our partnership with our parent company UKG, our research, and our recognition to create a seamless and meaningful experience for all of our customers. CSMs are committed to the continuous improvement of the customer journey both in terms of their individual growth in the role and in advocating for process improvements with our Technology, Marketing, and Recognition teams. CSMs are self-starters with a strong sense of personal responsibility, a demonstrated ability to give and receive feedback with care, and great listeners who enjoy the challenge of customers with complex internal stakeholders.

This Customer Success Manager IV position is responsible for the overall well-being of our global customers by supporting them to set up and maximize the features of Emprising™, acting as a connection point to our Licensees, our research, and enable these customers to take full advantage of the value proposition of Great Place To Work® Certification™ and Brand. This position plays an integral role in the adoption of Emprising™, our employee experience survey and culture management tool. The ideal candidate for this position would be an experienced customer success manager. You are motivated by being of service to others, you are curious about people, and enjoy applying what you learn to create a great experience for your customers. You like to ask questions seeking to get a clear understanding of a customer’s needs and work tirelessly to pre-empt them. You exercise great judgment in prioritizing your customer load and thrive in complexity. You like to own your portfolio of customers but enjoy being part of a broader team and having supportive leadership. You are not afraid to take the lead in solving a problem that impacts multiple stakeholders and is not too proud to bring others in to support when needed. You think strategically, build relationships across the company and with customers (virtually) at all levels, and act with comfort in ambiguity and with technology.

Key Responsibilities

• Trusted advisor working on a complex high-touch portfolio of customers on the Customer Success team that are global in nature (which requires flexibility related to time zones and working hours)

• Expert resource on the Emprising™ platform and all Great Place To Work products and services

• Frame Emprising’s value in a way that supports customer’s goals for working with Great Place To Work and fully leverages Certification™ and/or recognition

• Own onboarding, advising, training, and checking in with customer portfolio

• Communicate complex processes and procedures, best practices in survey design and data structuring, to customers in a way that is easy to understand and apply

• Develop an account management strategy to ensure retention and expand partnerships through upsells and cross-selling with our Account Managers

• Document customer feedback for areas of dissatisfaction/improvement and relay that information to the Product Team, Account Managers, and key stakeholders (as appropriate)

• Proactively provide updates and relevant information on product changes/updates, bugs, Great Place To Work events/research/Recognition program to customers

• Liaise with Great Place To Work Licensees to support a seamless customer experience

• Lead internal projects or training that influence the direction of the business (as needed)

• Participate fully in team meetings and contribute to real-time solutions (as needed)

• Attend in-person company or team meetings (typically 2-3 times per year)

Required Qualifications

• 7-10 years of professional experience in customer-facing/Custom Success role

• BA/BS in HR, OD, Psychology, Social Enterprise, Business, or similar preferred (or equivalent work experience)

• Previous experience carrying a quota and managing churn on a portfolio of customers

• Proficiency in MS Office Suite, Salesforce, or similar CRM

• Experience with technology platforms that enable the customer experience and HCM (Ultipro, UKG Pro)

• Experience with data analysis in Excel

• Global business experience

Preferred Qualifications

• Strong analytical problem-solving skills with the ability to offer up solutions readily

• Strong communication skills (listening, written, and verbal)

• Proven ability to work independently and within a virtual team environment

*Please note this job description is not designed to cover or contain an all-inclusive list of activities, duties, or responsibilities that are required for this job.

Great Place To Work® is an Equal Opportunity Employer. We aim to create and foster a Great Place To Work For All where we respect and seek to empower each individual and support the diverse cultures, perspectives, skills, and experiences within our workforce.

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change, or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.

The pay range for this position in Colorado, New York, Washington, and California is $96,900 - $139,300, however, the 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/careers.