Sr Customer Success Manager

Workday • Atlanta, GA

1d • $108,200 - $192,200 • Hybrid

About The Position

Workday is seeking a Senior Customer Success Manager to guide higher education institutions across North America in realizing the strategic value of their technology ecosystem. The role serves public, private, research, and multi-institution systems, connecting executive strategy with product innovation across HCM, Financials, and Student solutions. It combines customer management, higher education industry knowledge, and functional domain expertise to help institutions address operational challenges and support campus agility, student success, and long-term growth.

The Customer Success team works to accelerate onboarding and adoption, deepen engagement with product capabilities, and champion customer retention and expansion. This role manages a portfolio of 20–25 higher education institutions, supports renewal and growth opportunities, represents customer priorities internally, resolves escalations, and develops tailored success paths. It also uses AI resources, digital self-service tools, and predictive adoption data to provide proactive customer success journeys.

The position is listed with a primary location of USA.PA.Home Office. Workday’s Flex Work approach combines in-person and remote work; employees spend at least 50% of each quarter in the office or in the field with customers, prospects, and partners, depending on the role. The role may require travel up to 30%.

Requirements

• At least 8 years of experience in enterprise Customer Success, consulting, or account management, ideally in higher education settings such as public, private, research, or system-level institutions.
• At least 5 years of functional domain experience and familiarity with HCM, Financials, or Student software platforms.
• At least 1 year of demonstrated experience monitoring customer telemetry data, accelerating feature usage, and managing consumption-based software platforms to support renewals and expansion.
• Customer-facing services experience in consulting or account management, including issue resolution and escalation management at business-owner and executive levels.
• Demonstrated ability to build strong executive-level customer relationships and collaborate with internal teams such as Professional Services and Product Management.
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Strong organization and time-management skills.
• Bachelor’s degree or equivalent work experience.
• Ability to travel up to 30%.

Nice To Haves

• Business or technical degree preferred.

Responsibilities

• Secure full renewal performance across a portfolio of 20–25 higher education institutions and partner with account teams to identify expansion opportunities across HCM, Financials, and Student.
• Serve as a strategic liaison between university leaders and product management, translating customer roadmap priorities into product feedback and cultivating enterprise champions.
• Work with client project managers and executive leadership to prioritize, oversee, and resolve critical issues affecting customer satisfaction.
• Establish customized success paths within the first 90 days, accelerate platform adoption, and help executive decision-makers achieve early, quantifiable results.
• Integrate AI resources and digital self-service tools into portfolio workflows and use predictive adoption data to deliver proactive, personalized customer success journeys.
• Apply knowledge of higher education structures, governance models, and enterprise business processes across HCM, Financials, or Student.
• Collaborate with Sales, Services, and Product teams to foster trust, inclusive team dynamics, and cross-functional alignment.
• Build executive-level customer relationships and chair meetings or host webinars as needed.
• Travel as needed, up to 30%.

Benefits

• May be eligible for the Workday Bonus Plan or a role-specific commission/bonus.
• May be eligible for annual refresh stock grants.
• Flexible work schedule combining remote work with time in the office or in the field.

What This Job Offers

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