Customer Success Manager

Your work days are brighter here.

Were obsessed with making hard work pay off for our people our customers and the world around us. As a Fortune 500 company and a leading AI platform for managing people money and agents were shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join youll feel it. Not just in the products we build but in how we show up for each other. Our culture is rooted in integrity empathy and shared enthusiasm. Were in this together tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether youre building smarter solutions supporting customers or creating a space where everyone belongs youll do meaningful work with Workmates whove got your return well give you the trust to take risks the tools to grow the skills to develop and the support of a company invested in you for the long haul. So if you want to inspire a brighter work day for everyone including yourself youve found a match in Workday and we hope to be a match for you too.

About the Team

About the Role

Customer Success Management (CSM) is Workdays 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.

Responsibilities:
- 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 customers 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.

About You

Basic Qualifications
- 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.
- 3 years project management experience with Workday/other HCM Payroll or Financials platform.

Other Qualifications
- 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 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%.

Our Approach to Flexible Work

With Flex Work were combining 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). This means youll have the freedom to create a flexible schedule that caters to your business team and personal needs while being intentional to make the most of time spent together. Those in our remote home office roles also have the opportunity to come together in our offices for important moments that matter.

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 .

Are you being referred to one of our roles If so ask your connection at Workday about our Employee Referral process!

At Workday we value our candidates privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers.

Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not.

In addition Workday will never ask candidates to pay a recruiting fee or pay for consulting or coaching services in order to apply for a job at Workday.