What's Happening?
Mosaic Consulting Group, an exclusive UKG partner specializing in UKG Pro and Workforce Management services, is actively seeking a Senior Director for Customer Success. This full-time, remote position is based in the United States and involves leading
a team of eight across Mosaic's UKG and Payroll client base. The role's responsibilities include hiring, coaching, and developing Senior and Junior Customer Success Managers (CSMs), as well as a Renewals Specialist. The Senior Director will be accountable for portfolio retention, account growth, and forecasting across all client tiers. Additionally, they will maintain the account tiering model, manage the annual re-scoring cycle, and set engagement standards for various client tiers, including Quarterly Business Reviews (QBRs) and Executive Business Reviews. The company, founded in 2011, offers a range of solutions such as implementation, strategy, optimization, payroll processing, interface development, and HR outsourcing, focusing on maximizing clients' UKG investments through best practices and ethical conduct.
Why It's Important?
This hiring initiative by Mosaic Consulting Group highlights the growing demand for specialized expertise in human capital management (HCM) and workforce management technology within the U.S. business landscape. As companies increasingly rely on integrated platforms like UKG Pro, the need for skilled professionals to manage customer success, optimize system utilization, and ensure client retention becomes critical. The remote nature of the position reflects a broader trend in the U.S. job market, offering flexibility while expanding the talent pool for specialized roles. The emphasis on customer success and account growth underscores the competitive nature of the HR technology consulting sector, where client satisfaction and long-term partnerships are key drivers of business sustainability and expansion. This role is crucial for Mosaic Consulting Group to maintain its market position and continue delivering value to its clients, ultimately impacting how U.S. businesses manage their workforce and HR operations.
What's Next?
The selected Senior Director will report to the Chief Revenue Officer and be responsible for reporting portfolio health, retention, growth, and client satisfaction to the CEO and executive leadership. They will also own the client health program, including CSAT and NPS capture, and manage the reference and case-study pipeline to document client outcome stories. The role involves partnering with the Renewals Specialist on renewal governance and serving as an executive escalation point for at-risk accounts, enforcing renewal-readiness checkpoints at 120, 90, and 60 days. Furthermore, the Senior Director will track and report revenue reduction alongside retention and growth, and own the CSM KPI framework covering CSAT, Referenceability, Retention, and Growth. Collaboration with vertical Sales Directors on multi-year client roadmaps, cross-sell, and upsell strategies is also expected, along with supporting Senior CSM growth in vertical industry expertise and collaboration with Mosaic Sales Directors and UKG. The position requires defining the boundary between customer advocacy and commercial activity, routing selling and negotiations to Sales and Renewals, and owning key-contact capture in Salesforce, as well as partnering with install-base sales on lead tracking and routing.
Beyond the Headlines
The creation of this senior leadership role in customer success reflects a strategic shift in the consulting industry towards more proactive client engagement and value realization. In an environment where technology solutions are complex and constantly evolving, the ability to effectively guide clients through implementation, optimization, and ongoing support is paramount. This role signifies a recognition that successful technology adoption extends beyond initial sales to continuous partnership and measurable outcomes. The focus on metrics like CSAT, NPS, retention, and growth indicates a data-driven approach to client management, aiming to quantify the impact of consulting services. This trend suggests that consulting firms are increasingly integrating customer success as a core business function, moving beyond traditional project-based engagements to foster long-term, value-driven relationships. This evolution is critical for both the consulting firm's growth and the clients' ability to fully leverage their technology investments, ultimately contributing to enhanced operational efficiency and strategic advantage in the U.S. market.
