• Handle inbound support calls and tickets • Run 15–30 minute discovery and quoting calls with warm leads • Manage a HubSpot pipeline of follow-ups and trade-show leads • Spend initial 1–2 months embedded in the founder's service business to learn workflows • Ensure customers feel heard and confident, leads are worked proactively without prompting, and the founder is freed from front-line work

Role Description The Vice President, Customer Success is responsible for leading UKG’s global Customer Success organization, transforming Customer Success into a strategic growth engine that drives customer value realization, retention, expansion, advocacy, and measurable business outcomes through scalable engagement models, executive partnerships, and data-driven customer insights across enterprise, mid-market and SMB customers. This executive leader will develop scalable customer engagement models, champion value realization, and partner cross-functionally to maximize customer lifetime value and business growth. - Lead and develop a global team of Customer Success leaders and Customer Success Managers. - Drive customer retention, adoption, value realization, renewals, and expansion opportunities. - Establish scalable engagement strategies across high-touch, guided, and digital customer segments. - Own customer health, risk management, success planning, and executive business review programs. - Partner with Sales, Product, Services, Marketing, Support, and Engineering to deliver a seamless customer experience. - Represent the Voice of the Customer and influence product strategy and roadmap decisions. - Leverage customer insights, analytics, AI, and automation to improve customer outcomes and organizational efficiency. - Develop and monitor key performance metrics including retention, customer satisfaction, advocacy, adoption, and growth. - Serve as an executive sponsor and escalation point for strategic customer relationships. Qualifications - 15+ years of leadership experience in Customer Success, Customer Experience, Account Management, Consulting, or SaaS organizations. - 8+ years leading global customer-facing teams through multiple levels of management. - Demonstrated success driving customer retention, growth, and executive customer engagement. - Experience building and scaling Customer Success operating models, processes, and teams. - Proven ability to lead transformational initiatives and influence cross-functional stakeholders. Requirements - Executive leadership and people development. - Customer Success strategy and lifecycle management. - Customer retention, renewals, and expansion planning. - Executive relationship management. - Value realization and customer outcome frameworks. - Data-driven decision making and KPI management. - Customer health scoring and segmentation strategies. - Cross-functional leadership and collaboration. - Strong business and financial acumen. - Experience with Gainsight or similar Customer Success platforms. - Experience applying AI, automation, analytics, and customer intelligence platforms. - Exceptional communication, presentation, and executive presence. Preferred Qualifications - Experience in HCM, Workforce Management, HR Technology, or enterprise SaaS. - Experience leading customer advocacy, executive sponsor, and Voice of Customer programs. - Track record of improving retention, customer satisfaction, and revenue growth through Customer Success initiatives. Required Education - Bachelor’s degree in business, Technology, Management, Marketing, or related field. - MBA or advanced degree preferred. Basic Qualifications - Bachelor's degree. - 15 years of leadership experience in Customer Success organizations. Company Description 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.

• Onboarding and training charter operators • Driving adoption and usage of JetInsight's product and managing customer relationships • Creating business success goals for operators, and proactively tracking metrics and engagement to ensure operators achieve value • Identify opportunities to drive usage and adoption while working with cross functional teams

• Guide our clients through their first year, driving adoption, activation, and engagement at scale to ensure consistent results and renewal potential; • Analyze health and behavior metrics across the customer base to drive preventive actions and identify revenue expansion opportunities; • Manage a high-volume customer portfolio (approximately 180 accounts) with a focus on risks and opportunities; • Work consultatively to accelerate customers’ growth and their digital marketing and business strategies; • Create and execute 1:few programs to scale coverage across the customer base.