Reports To & TeamThis role reports to the Chief Revenue Officer and leads a team of eight, for a function of nine including this role: five vertical-aligned Senior Customer Success Managers (Healthcare, Manufacturing, Public Sector, Retail & Hospitality, and Services & Distribution), two Junior Customer Success Managers sharing the pooled Tier 3 book, and one Renewals Specialist covering all three tiers.
What You'll DoLead the Function
- Hire, coach, and develop five vertical-aligned Senior CSMs, two Junior CSMs, and a Renewals Specialist across Mosaic's UKG and Payroll client base.
- Own the number for portfolio retention and account growth across all three tiers, and forecast both with the same discipline the rest of Sales operates under.
- Own and maintain the account tiering model - lifetime value/spend, brand recognition, and support complexity - the annual re-scoring cycle, and the tier assignments that drive coverage and cadence.
- Set and enforce engagement standards by tier, including the QBR, Steerco, Executive Business Review, and reporting cadence defined in the engagement model.
- Review and approve account plans for Tier 1 (Strategic) accounts, and hold the team accountable for keeping every Tier 1 and Tier 2 plan current.
- Report portfolio health, retention, growth, and client satisfaction to the CEO and executive leadership on a defined cadence.
Client Health & Reference Program
- Own Mosaic's client health program: CSAT and NPS capture after every QBR, plus a twice-yearly relationship NPS.
- Own the reference and case-study pipeline, now moved under Customer Success and built on Marketing's existing Success Packet process (Case Study Tracker, Success Story, Case Study, and Business Impact Retrospective assets) rather than built from scratch.
- Make sure every Tier 1 and Tier 2 account has a documented outcome story.
Retention & Renewals
- Partner with the Renewals Specialist on renewal governance across all three tiers; serve as the executive escalation point for at-risk accounts.
- Hold the team to the tier-specific renewal-readiness checkpoints (120 / 90 / 60 days out).
- Track and report revenue reduction (downgrades, seat and module loss) as its own signal, alongside retention and growth.
Account Growth
- Own the CSM KPI framework - CSAT, Referenceability, Retention, and Growth - and hold Senior and Junior CSMs accountable against it.
- Partner with each vertical Sales Director to build multi-year client roadmaps and support cross-sell and upsell strategy.
- Support the Senior CSMs' growth into vertical industry expertise, and their traction with both their Sales Director at Mosaic and with UKG.
Cross-Functional Alignment
- Own the line between CSM advocacy work and commercial activity: CSMs represent the customer, while selling and negotiating route to Sales and the Renewals Specialist.
- Own key-contact capture in Salesforce as the system of record for every account.
- Partner with install-base sales on lead tracking and routing into this team.
What Makes You SuccessfulNeed to Haves
- Bachelor's degree in business, human resources, or a related field, or equivalent experience.
- 8+ years in account management, client success, or consulting relationship roles, including 3+ years leading and developing a team.
- Track record of owning and hitting a retention or revenue number across a portfolio, not just a single account.
- Experience building or operating an account segmentation, tiering, or coverage model.
- Demonstrated success partnering with a delivery or operations organization - setting shared standards and holding both sides to them.
- Background in HCM, Payroll, or Workforce Management technology or services - direct experience, or credible fluency from leading teams who own it.
- Experience in professional services or enterprise software consulting, with credibility in front of client executives.
- Ability to work fully remote and travel up to 30% as needed for client and team work.
Nice to Haves
- Direct, hands-on experience with the UKG platform specifically is a plus; SAP or other enterprise HCM/ERP systems experience also welcome.
- Experience standing up a customer success or account management function from the ground up.
- Experience building client health, voice-of-client, or reference programs.
- Experience with Salesforce or a comparable CRM as the system of record for account planning and forecasting.
How You'll Be Measured- Portfolio client retention - gross renewal rate and Net Revenue Retention.
- Portfolio revenue growth - year-over-year bookings and account-level growth.
- Referenceability - share of the book willing to serve as a reference or case study.
- Client satisfaction - CSAT and NPS trend.
- Team performance - Senior CSM, Junior CSM, and Renewals Specialist attainment against their own KPIs.
