Customer Experience Analyst

Why UKG: 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. That's what we do. 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. Digital Customer Success Manager (India) We are looking for a Digital Customer Success Manager to join our Global Customer Success organization in India. This role plays a critical part in scaling how Customer Success delivers value across a large and growing customer base. The Digital CSM will partner closely with North America based Customer Success Managers to drive the digital, analytical, and operational aspects of the customer lifecycle. This includes generating customer insights, analyzing product adoption, preparing strategic materials for customer engagements, and supporting digital customer success programs that drive adoption, value realization, retention, and expansion. This is an ideal role for someone who enjoys working with customer data, identifying trends, building scalable processes, and enabling customer-facing teams to operate more strategically. Drive Customer Insights & Value Realization * Analyze product usage, adoption trends, and engagement data to generate insights that help CSMs drive customer value realization. * Identify opportunities where customers can unlock additional value through deeper product adoption. * Surface risk signals, adoption gaps, and expansion opportunities across customer segments. * Translate customer data into clear, actionable insights that support strategic customer conversations. Enable Strategic Customer Engagement * Develop Business Review (BR) materials and executive-ready insights that help CSMs articulate customer outcomes. * Create data-driven narratives that demonstrate ROI, adoption progress, and realized business value. * Build standardized frameworks and assets that help CSMs consistently communicate customer value. Scale Digital Customer Success * Support digital Customer Success initiatives that enable the organization to engage customers at scale via AI and customer success technologies * Assist in developing automated lifecycle programs that drive onboarding success, product adoption, and renewal readiness. * Contribute to scalable playbooks that guide customers toward faster value realization. Improve Efficiency Through Automation * Identify opportunities to automate operational and analytical workflows currently performed by CSMs. * Build repeatable processes that improve how customer insights and value reporting are generated and delivered. * Partner with Customer Experience Operations to enhance customer health scoring, adoption analytics, and reporting frameworks. * Develop AI autonomous agents to scale the repeatable processes to increase the customer touchpoints per customer success manager Required Qualifications * 3-6 years of experience in Customer Success, Customer Operations, SaaS analytics, consulting, or business intelligence. * Strong analytical skills with experience interpreting product usage data and customer engagement metrics. * Experience building presentations, reports, or executive-ready insights from complex data sets. * Familiarity with Customer Success and CRM platforms (Salesforce, Gainsight or similar). * Advanced proficiency in Excel and PowerPoint. * Strong written communication skills and ability to present insights clearly in English. * Experience working with global teams across multiple time zones. Preferred Experience * Experience in a SaaS or cloud software company. * Familiarity with customer health scoring, retention metrics, and adoption analytics. * Experience supporting digital customer success or scaled engagement programs. * Experience with AI tools and technology to help scale operational procedures and outcomes * Exposure AI automation tools, analytics platforms, or customer engagement technologies. Manager, Digital Customer Success (India) We are seeking a Manager, Digital Customer Success to lead and scale our Digital Customer Success function within the Global Customer Success organization in India. This role is responsible for building and managing a high-performing team that enables scalable, data-driven customer success across a large and growing global customer base. The Manager will partner closely with North America-based Customer Success leadership to define and execute digital, analytical, and operational strategies that drive customer adoption, value realization, retention, and expansion at scale. This role combines people leadership, operational ownership, and strategic execution, and is ideal for a leader who thrives at the intersection of analytics, automation, and customer outcomes. Key Responsibilities Lead and Develop the Digital Customer Success Function * Build, manage, and develop a team of Digital Customer Success Managers * Establish clear goals, performance expectations, and development plans for team members * Foster a culture of analytical rigor, operational excellence, and customer-centric thinking * Ensure alignment with global Customer Success priorities and regional leadership Drive Customer Insights & Value Realization at Scale * Oversee the generation of customer insights based on product usage, adoption, and engagement data * Ensure the team consistently surfaces: Adoption gaps, Risk signals, Expansion opportunities * Define standards for translating data into actionable, executive-ready insights * Partner with Customer Success leadership to embed insights into customer engagement strategies Enable Strategic Customer Engagement * Establish frameworks and quality standards for Business Reviews (BRs) and executive materials * Ensure consistent delivery of data-driven narratives that demonstrate: ROI, Adoption progress, Business outcomes * Develop scalable assets and templates that elevate how CSMs communicate value globally Scale Digital Customer Success Programs * Own and evolve digital Customer Success programs that support scaled customer engagement * Partner with global stakeholders to design and implement: Lifecycle automation (onboarding, adoption, renewal readiness) and segment-based engagement strategies * Ensure digital programs are aligned to customer segments and business priorities Drive Operational Efficiency & Automation * Identify and prioritize opportunities to automate manual workflows across Customer Success * Partner with Customer Experience Operations to: * Improve customer health scoring models * Enhance adoption analytics and reporting frameworks * Oversee the development and deployment of AI-driven solutions and autonomous agents to scale customer engagement Cross-Functional Leadership & Global Alignment * Act as a key partner to North America Customer Success leaders * Collaborate with: CX Operations, CX Intelligence, Product, Sales & Renewals * Ensure alignment between digital initiatives and broader customer success strategy Measure Impact and Drive Continuous Improvement * Define and track key performance metrics, including: * Adoption and engagement trends * Efficiency gains through automation * Contribution to retention (GRR) and expansion (NRR) * Continuously refine programs, tools, and processes based on data and feedback Required Qualifications * 6-10 years of experience in Customer Success, Customer Operations, SaaS analytics, consulting, or business intelligence * 2+ years of people management experience * Strong analytical skills with experience interpreting product usage and customer engagement data * Proven ability to translate complex data into clear, actionable insights * Experience working with Customer Success platforms (e.g., Salesforce, Gainsight) * Advanced proficiency in Excel and PowerPoint * Strong communication skills with the ability to influence global stakeholders * Experience working across global teams and time zones Preferred Experience * Experience in a SaaS or cloud software company * Experience leading or supporting digital / scaled Customer Success programs * Familiarity with customer health scoring, retention metrics, and adoption analytics * Experience with AI, automation tools, or customer engagement technologies * Experience building or leading offshore/India-based teams supporting global functions Company Overview: 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. UKG is proud to be an equal opportunity employer and is committed to promoting diversity and inclusion in the workplace, including the recruitment process. Disability Accommodation in the Application and Interview Process For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com