Sr. Customer Success Manager

About the role

The Customer Success Management (CSM) role focuses on ensuring Workday’s customers achieve value from the company’s solutions. Specifically, the role involves supporting customers on their Workday Adaptive Planning journey, collaborating with sales and services teams, and promoting opportunities for expanded support business.

Responsibilities

• Handle overall responsibility for coordinating the customer relationship.
• Act as a liaison between product management and the customer, focusing on 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, providing insights into their overall business needs.
• Use customer relationships for prospect references.
• Keep customers informed of process and procedural changes.

Requirements

• 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 project management experience with Workday HCM, Payroll, or Financials.
• 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 degree or equivalent work experience; Business or Technical degree preferred.
• Ability to travel up to 30%.

Qualifications

• Basic qualifications include 10+ years in a customer-facing services role, 1+ years project management experience with Workday, and excellent communication and organizational skills.
• Other qualifications include customer management experience in a complex software or SaaS environment, collaboration and relationship-building skills, and the ability to engage across corporate functions.

Benefits

Workday offers competitive compensation, including the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. The company provides a flexible work schedule, enabling employees to balance their personal and professional lives. Workday is committed to providing an accessible and inclusive hiring experience and values diversity and inclusion.