Sr. Customer Success Manager

About the role

The Customer Success Management (CSM) role at Workday is crucial for ensuring our customers achieve value from our solutions. Specifically, this role focuses on supporting customers on their Workday Adaptive Planning journey. The CSM acts as a liaison between product management and the customer, focusing on communicating the Workday roadmap and its impact on customer activities.

Responsibilities

• Handle overall responsibility for coordinating the customer relationship.
• Act as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how it influences customer activities.
• Develop success plans for customers that outline critical success factors, metrics for success, potential issues, and provide recommendations.
• Prioritize and drive resolution on raised customer concerns.
• Promote opportunities for two-way communication.
• Supervise and facilitate the customer's adoption of our solution features and functionality, providing Workday with an understanding of their overall business needs as they relate to our products.
• Use customer relationships as needed for prospect references.
• Keep customers advised 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, 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 (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.
• Other qualifications include 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, excellent organization, time management, data analysis, and communication skills, bachelor degree or equivalent work experience; Business or Technical degree preferred, and ability to travel up to 30%.

Benefits

Workday offers a comprehensive benefits package, including the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. For more information regarding our 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. 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.