Reports To & Team
This role reports to the Senior Director, Customer Success, and works alongside the other Junior CSM, the five vertical Senior CSMs, and the Renewals Specialist, escalating and receiving accounts as they move between tiers.
What You'll Do
Share ownership of the full Tier 3 book across all verticals with the other Junior CSM — split by geography or vertical grouping (final split TBD) rather than vertical-aligned like Tier 1 and Tier 2.
Run playbook-driven, semi-annual touchpoints and maintain self-service resources (knowledge base, standard reporting) rather than bespoke, high-touch cadence.
Capture CSAT, annual NPS, and referenceability status for every assigned Tier 3 account.
Monitor your portion of the book for tier-up signals — spend growth, expansion, deepening executive relationships — and escalate to the Senior Director for reassignment to the right vertical Senior CSM.
Maintain key-contact records in Salesforce for your assigned Tier 3 accounts.
Flag Tier 3 accounts with a strong outcome story to support the reference and case-study pipeline.
What Makes You Successful
Need to Haves
Bachelor's degree or equivalent experience.
1–3 years in customer success, account management, or a client-facing support role — ideally touching HCM, Payroll, or Workforce Management software or services.
Comfortable managing a high-volume portfolio through process and self-service tools rather than one-to-one relationship depth alone.
Organized and detail-oriented, comfortable working in Salesforce or a comparable CRM.
Nice to Haves
Direct, hands-on exposure to the UKG platform is a plus.
Experience with a scaled, pooled, or “tech-touch” customer success model.
How You'll Be Measured
CSAT / NPS across your assigned portion of the Tier 3 book.
Referenceability rate of your assigned portion of the Tier 3 book.
Retention of your assigned portion of the Tier 3 book.
Accuracy and timeliness of your tier-up escalations.
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
Skills Required
- Bachelor's degree or equivalent experience
- 1-3 years of experience in customer success, account management, or client-facing support
- Experience ideally involving HCM, payroll, or workforce management software or services
- Ability to manage a high-volume portfolio using processes and self-service tools
- Organized and detail-oriented
- Comfort working in Salesforce or a comparable CRM
- Hands-on exposure to the UKG platform
- Experience with a scaled, pooled, or tech-touch customer success model
What We Do
Mosaic Consulting Group’s team of experts brings creativity, best practices, and expertise learned from hundreds of projects and clients to help you get the most out of your UKG Investment. Mosaic provides a wide range of services including implementation, post implementation support and optimization and change management. Mosaic also offers outsourced services where a dedicated expert becomes familiar with your team and processes. The Mosaic team of experts can help you with any and all UKG needs. At Mosaic Consulting Group, we’re not just a consulting company. We are a unique group of highly-skilled individuals delivering value and exceptional service to our clients and living up to our core purpose: “make a difference and inspire confidence”. We strive to do this through Our Core Principles: - DO THE RIGHT THING; be honest and ethical - OWN IT; be accountable, dependable, and responsible - WOW; create wow through exceptional service - TEAMWORK; one is not as great as all We are always seeking enthusiastic ambassadors of Mosaic and UKG to join our team! Take a look at our roles and let us know if you see yourself as part of our team!
