Sr Customer Success Manager
About The Position
Workday is seeking a Customer Success Manager to support its Healthcare customer base. Customer Success Management connects Workday’s Professional Services and Production Services teams, advocates for customers, and uses a team-based approach to keep them connected to Workday. The role works directly with customers to improve their overall experience and is responsible for customer wellbeing through health monitoring, customer programs, billable services, and escalation support. The successful candidate will bring domain expertise, customer management experience, and Healthcare industry knowledge. The role manages customer relationships across a Healthcare portfolio, supports product strategy and adoption, oversees SaaS implementations, resolves escalations, and develops customer success plans. It also involves demonstrating expertise across Workday products, including HCM, Payroll, Financials, and Supply Chain, and fostering customer advocacy and engagement. Travel may be required up to 30%.
Requirements
- At least 8 years of experience managing large enterprise client relationships within the Healthcare industry.
- At least 8 years of experience in Customer Success, Sales, or software consulting.
- At least 5 years of experience working with SaaS applications.
- At least 1 year of experience working with AI go-to-market consumption.
- Experience in a customer-facing services role, such as consulting or account management, including issue resolution and escalation management at business-owner and executive levels.
- Ability to build executive-level customer relationships and collaborate with internal teams such as Professional Services and Product Management.
- Excellent verbal and written communication skills, including ability to chair meetings or host webinars.
- Excellent organization and time-management skills.
- Bachelor’s degree or equivalent work experience.
- Working knowledge of at least one business area: Human Resources, Benefits, Payroll, General Ledger, Accounts Payable/Receivable, Procurement, or Inventory.
- Ability to travel up to 30%.
Nice To Haves
- Functional domain expertise in Financials and Supply Chain for Healthcare.
- Experience with Workday, Oracle, SAP, PeopleSoft, or similar applications.
- Business or technical degree.
Responsibilities
- Manage relationships across a Healthcare customer portfolio as a trusted advisor, supporting long-term satisfaction and executive alignment.
- Liaise between customers and Product Management to communicate the Workday roadmap, drive feature adoption, and align functionality with business needs.
- Work with client project managers and executive leadership to prioritize, oversee, and resolve critical issues affecting customer satisfaction.
- Develop tailored customer success plans defining critical success factors, key metrics, potential risks, and strategic recommendations.
- Guide and oversee SaaS implementations, helping clients use Workday’s methodology and industry best practices.
- Demonstrate expertise across Workday products, including HCM, Payroll, Financials, and Supply Chain for Healthcare.
- Maintain two-way customer communication, provide updates on process and procedural changes, and cultivate customer references for sales prospects.
- Monitor customer health, produce customer programs, provide billable services, and act as an escalation point for customer issues.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
