Sr Customer Success Manager

About the role

The Customer Success Management (CSM) role is a key liaison between product management and customers, focusing on Workday Adaptive Planning. You will support customers throughout their journey, ensuring they achieve maximum value from Workday solutions.

Responsibilities

• Handle overall responsibility for coordinating the customer relationship.
• Act as a liaison between product management and the customer, communicating the Workday roadmap and its impact on customer activities.
• Develop success plans for customers, outlining critical success factors, metrics for success, potential issues, and providing recommendations.
• Prioritize and drive resolution on raised customer concerns.
• Promote opportunities for two-way communication.
• Supervise and facilitate the customer's adoption of Workday solution features and functionality, aligning with their business needs.
• Engage with customers to understand their overall business needs and provide insights to Workday.
• Use customer relationships for prospect references.
• Keep customers informed of process and procedural changes.

Qualifications

• 10+ years in a customer-facing services role (consulting or account management), including issue resolution and escalation management at both the business owner and executive levels.
• 1+ years of project management experience with Workday HCM, Payroll, or Financials.
• Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.
• Experience with State & Local Government customer base and projects.
• Customer management experience in a complex software or SaaS environment.
• Proven track record to collaborate and build strong relationships with customers, especially at the executive level.
• Demonstrated ability to engage across corporate functions (Sales, Services, and Product Management).
• Account management/adoption planning experience preferred.
• Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership and host webinars.
• Excellent organization, time management, data analysis, and communication skills.
• Bachelor's degree or equivalent work experience; Business or Technical degree preferred.
• Ability to travel up to 30%.