Customer Success Manager

Workday • Austin, TX

6d • $90,300 - $160,400 • Hybrid

About The Position

The Customer Success Manager supports customers on their Workday Adaptive Planning journey, serving as an advisor and facilitator in partnership with Sales, Services, and Product teams. The role is responsible for helping customers realize maximum value from Workday products and services by quantifying value, driving adoption, sharing best practices, answering business questions, identifying opportunities, and developing strategic goals and objectives. The CSM manages a portfolio of customers through regular checkpoints that support value, adoption, retention, and growth. The position calls for customer management experience, pricing expertise, accountability for results, and a willingness to go the extra mile for customers.

Within 6–12 months, the CSM is expected to build and maintain deeper knowledge of Workday products and services across product work streams; independently manage 50–60 enterprise accounts totaling more than $5 million in ARR; maintain a roadmap for each account; execute customer meetings and reviews on time; achieve or exceed customer satisfaction targets and other KPIs; and partner with Renewals Management to execute renewals on time and meet renewal-rate targets.

Requirements

• At least 5 years of experience as a Customer Success Manager supporting a SaaS solution.
• Experience negotiating contracts and managing renewals.
• Proven track record of exceeding goals and sales targets.
• Familiarity with change management practices, change communications, and process re-engineering.
• Experience with pricing principles and sales practices in SaaS selling environments.
• Experience using a CRM such as Salesforce and a customer success tool such as Gainsight.
• Proven account management and strategic planning experience.
• Ability to collaborate and build strong customer relationships, especially at the executive level, and engage across corporate functions.
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Bachelor’s degree or equivalent work experience.

Nice To Haves

• Experience in the EPM/CPM space or with financial ERP applications.

Responsibilities

• Build trusted-advisor relationships throughout customer organizations, from executive sponsors to day-to-day contacts, to ensure customers receive value from Workday products and services.
• Monitor and facilitate customer adoption of solution features and address business needs related to the products.
• Track major changes within customer organizations and help manage change and develop relationships as needed.
• Develop customer success plans and journeys that define critical success factors, success metrics, potential issues, progress tracking, and recommendations.
• Act as a liaison between Product Management and customers, communicating the Workday innovation roadmap and its implications for customer activities.
• Use customer relationships for prospect references and encourage customers to attend Workday Adaptive Planning events.
• Maintain subscription revenue by creating and demonstrating top-line and bottom-line value for each customer.
• Manage renewals end to end, including contract negotiations, and identify upsell or add-on opportunities in collaboration with Account Executives.
• Manage a portfolio of 50–60 enterprise accounts totaling more than $5 million in ARR, maintain account roadmaps, and conduct customer meetings and reviews on time.
• Partner with Renewals Management to execute renewals on time and maintain renewal-rate targets.
• Achieve or exceed annual customer satisfaction targets and other defined KPIs.

Benefits

• May be eligible for the Workday Bonus Plan or a role-specific commission/bonus.
• May be eligible for annual refresh stock grants.
• Comprehensive benefits are referenced, but specific benefits are not listed in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level