Customer Experience Analyst

About the role

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