Senior Customer Success Manager-State & Local Government

Workday•Salt Lake City, UT

1d•Hybrid

About The Position

Your work days are brighter here. We’re 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, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll 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. We’re 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 you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll 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, you’ve found a match in Workday, and we hope to be a match for you too. About the Team Join our team and experience Workday! Customer Success is a key role to ensure Workday’s customer happiness and success. In this role, you will be a key player that supports our customers on their Workday journey. You are an advisor and facilitator to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. You will be responsible for handling a number of customers, supporting them through regular checkpoints and developing meaningful relationships. About the Role Workday is the leader in enterprise-class, software-as-a-service (SaaS) solutions for managing global businesses. Our rapidly growing software company is searching for a Senior Customer Success Manager to support our State and Local government customer base. Customer Success Management (CSM) is Workday’s bridge between our Professional Services and Production Services teams. Members of CSM advocate on behalf of Workday customers and take a team-based approach to keep customers connected to Workday. Our Customer Success Managers work directly with customers to enhance their overall user experience with Workday. The Customer Success Manager is responsible for overall customer wellbeing by monitoring customer health, producing customer programs, guidance on billable services, and acting as an escalation point for customer issues. We are looking for people who have a combination of domain expertise, enterprise implementation project management experience, and customer management at a high level.

Requirements

7+ 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
Experience with CRM and customer success platforms to manage scaled communications and data

Nice To Haves

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 and passion for customer service
Previous consulting experience is strongly preferred
Ability to travel up to 20 %

Responsibilities

Handling overall responsibility for managing the customer relationship across a portfolio of State and Local government customers
Establishing a trusted advisory relationship that works to ensure customer’s overall satisfaction with our products
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 escalated customer issues
Promoting opportunities for two-way communication
Providing assurance and oversight to implementing customers regarding SaaS implementations and the Workday model
Monitoring and facilitating the customer’s adoption of our solution features and functionality by providing Workday with an understanding of their overall business needs as they relate to our products
Leveraging customer relationships as needed for prospect references
Keeping customers informed of the process and procedural changes
Become proficient in Workday's Implementation Methodology
Demonstrate competency in the Workday product suite - HCM, Payroll, Financials
Ensure the client takes advantage of Workday best practices
Experience implementing Workday, Oracle, SAP, PeopleSoft or similar application
A deeper knowledge of Workday products and services
Self-sufficient management of approximately 20-25 Large Enterprise customers in the United States
Documented account plans in place for each of your customers, including product adoption strategies and the identification of any up-sell opportunities
Timely execution of standard customer meetings and reviews for your defined accounts