Sr. Customer Success Manager

About the role

The Customer Success Management (CSM) role is crucial for ensuring that Workday’s customers realize value from the company’s solutions. Specifically, this role involves supporting customers on their Workday Adaptive Planning journey, acting as a liaison between product management and the customer, and collaborating with sales and support groups to demonstrate the value of the support offering.

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’s 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 an annualized base salary range of $128,200 to $192,200 USD for the primary location and additional locations. The role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. For more information about Workday’s comprehensive benefits, please click here.

Pay

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process.

Schedule

We combine the best of both worlds: in-person time and remote work. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role).

Equal Opportunity Employer

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans. At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email accommodations@workday.com.