Senior Customer Success Manager
Posted Updated
Description
- Customer Success is a key role to ensure Workday’s customers achieve value from our solutions. In this role, you will be a key player that supports our customers on their Workday Adaptive Planning journey
- You are an advisor and facilitator to our customers, partnering not only with your team but with Sales & Services to help customers achieve maximum value from Workday
- You will be responsible for working with a number of customers, supporting them through regular checkpoints to drive value, adoption and retention. You will help identify new growth opportunities for success at every point on our customers’ journey
- You will be a part of the Planning Business unit CSM team, working closely across pre-sales, services & product to drive a top notch Planning experience for customers
- Customer Success Management (CSM) is Workday’s liaison between our Professional Services and Production Services teams. We plan and oversee enterprise-level support and service activities for Workday products and services for a designated customer or group of customers
- We ensure quality service and operational performance, collaborate with sales and support groups to demonstrate value of support offering to customers and identify opportunities for expanded support business
- Our Customer Success Managers work directly with customers to improve their overall user experience with Workday
- Handling overall responsibility for coordinating the customer relationship
- Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities
- Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations
- Prioritizing and driving resolution on raised customer concerns
- Promoting opportunities for two-way communication
- Supervising and facilitating the customer’s adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products
- Using customer relationships as needed for prospect references
- Keeping customers advised of process and procedural changes
- 10+ years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
- 1+ years project management experience with Workday HCM, Payroll, or Financials
- Excellent organization, time management, data analysis, and communication skills
- Proven track record to collaborate and build strong relationships with customers especially at the executive level
- Account management / adoption planning experience preferred
- Bachelor degree or equivalent work experience; Business or Technical degree preferred
- Ability to travel up to 30%
- Customer management experience in a complex software or SaaS environment
- Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars
- Demonstrated ability to engage across corporate functions (Sales, Services and Product Management)
- End Date: October 1, 2026