Lead Customer Success Engineer

Lead Customer Success Engineer

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you.

About the Team

The Customer Success Engineer team at UKG is a newly established function designed to elevate the technical partnership we offer our customers. Led by a seasoned Director who is building a scalable, high-impact organization, this team is central to driving architecture-led success strategies across our product portfolio—including Pro HR/Pay, Pro Talent, Pro WFM, and Ready. You'll be joining a collaborative, cross-functional group that works closely with Sales, Product, Engineering, and Support to ensure our customers achieve measurable outcomes and long-term value.

About the Role

As a Lead Customer Success Engineer, you will serve as a trusted technical advisor to UKG customers, partnering with Customer Success Managers (CSMs) to deliver strategic, architecture-driven engagements. You'll help customers align their business goals with UKG's platform capabilities, guiding them through solution design, adoption strategies, and scalable best practices. This role blends deep product expertise, business acumen, and customer-facing leadership to accelerate value realization and drive retention.

Key responsibilities:

• Partner with CSMs to engage customer executives, engineers, and technical teams, translating business requirements into scalable UKG solutions.
• Deliver 1:1 and 1:many enablement sessions, including webinars and product capability deep-dives.
• Maintain and expand demo libraries to support scalable customer education.
• Provide architectural guidance across configuration, integrations, data models, APIs, security, and governance.
• Monitor and contribute to customer-facing Community groups, offering timely product guidance.
• Lead internal enablement sessions (Empower and Enablement Hour) with training content.
• Identify risks and design flaws during engagements, proactively recommending solutions.
• Collaborate with CSMs to define success plans and measurable outcomes.
• Drive adoption of features aligned to customer goals, increasing satisfaction and utilization.
• Surface expansion opportunities by identifying unmet needs aligned with UKG offerings.
• Influence product roadmaps by escalating customer feedback to internal teams.
• Create and share best practices, architecture playbooks, and success accelerators.
• Contribute to internal knowledge-sharing through whitepapers and reference architectures.
• Stay current with UKG product capabilities and industry trends to embed innovation into strategies.
• Represent UKG as a subject-matter expert in workshops, advisory boards, and executive briefings.

About You

Basic qualifications:

• 7+ years of experience implementing UKG products.
• Proven ability to connect business outcomes with technical design.
• Strong communication skills with the ability to engage both executives and technical stakeholders.
• Demonstrated success in driving customer adoption and platform value.
• Experience leading customer-facing engagements and presenting complex concepts clearly.
• Familiarity with architecture frameworks, integration patterns, and governance models.

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.

Equal Opportunity Employer UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

The pay range for this position is $112,000 to $136,000, however, 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.