Senior Customer Success Manager

Workday • Chicago, IL

1d • Hybrid

About The Position

The Specialized Customer Success Manager for CLM (Evisort) is a customer-facing role focused on AI value realization, contract lifecycle management transformation, and strategic Customer Success. Working as a specialized overlay with the Workday account team, the role brings CLM domain expertise, product knowledge, and best practices to accelerate customer adoption and maturity against defined success milestones. Through structured engagements and ongoing partnerships, the role influences retention, advocacy, and long-term customer success.

The position is part of Workday’s Specialized Customer Success team within the Customer Success Center of Excellence. The team uses a consistent Customer Success framework, including customer personas, adoption and health definitions, maturity milestones, and standard engagements that can scale across the portfolio. Workday CLM uses AI to make contracts searchable, simplify deal-making, reduce costs, and manage risk by automating manual work, facilitating collaboration, and streamlining operations.

Within the first 3–6 months, the role is expected to develop deep working expertise in Workday CLM capabilities, workflows, personas, and adoption patterns; independently manage a customer portfolio with success plans mapped to Specialized CS motions; demonstrate measurable adoption and maturity progress; establish trusted relationships with customer executives and internal partners; contribute to validating or refining a standardized CLM engagement motion; and help identify motions ready to scale as product maturity increases.

Requirements

• 8+ years of experience in a customer-facing services role, such as Customer Success, Consulting, or Engagement Management, within complex SaaS environments.
• 5+ years of experience managing customer relationships focused on adoption, value realization, and long-term success.
• At least 1 year of Contract Lifecycle Management (CLM) experience.
• Proven ability to lead complex, strategic customer engagements with multiple stakeholders.
• Strong experience using data and adoption metrics to assess maturity and communicate a compelling value story.
• Excellent verbal and written communication skills, including executive-level facilitation.
• Demonstrated ability to collaborate effectively across Sales, Services, and Product.
• Comfort operating in evolving, incubating environments where engagement motions are being refined and scaled.
• Ability to travel up to 20%.

Responsibilities

• Serve as a strategic customer partner, guiding workflow redesign, process optimization, and operating model shifts to help customers realize the value of CLM.
• Design and own structured success and adoption plans aligned with the Specialized Customer Success framework and tailored to each customer’s objectives and starting point.
• Lead proactive, planned customer engagements, including onboarding, value realization, optimization, and roadmap alignment.
• Use product usage data, health indicators, and customer feedback to assess adoption, prioritize work, and adjust success plans based on measurable value drivers.
• Collaborate with Sales, Core Customer Success, Services, Product, and Operations to deliver cohesive, reusable engagement motions and ensure clear handoffs and ownership.
• Advise senior stakeholders across Legal, Procurement, Finance, and IT, translating CLM capabilities into business value.
• Prepare and deliver executive briefings on progress, outcomes, risks, and opportunities.
• Identify and cultivate customer champions and advocacy opportunities with Sales, Marketing, and Product.
• Improve Specialized Customer Success motions by sharing learnings, refining playbooks, and standardizing approaches that can scale without increasing cost to serve.
• Develop expertise in Workday CLM (Evisort) capabilities, workflows, personas, and common adoption patterns.
• Manage a portfolio of customers with success plans mapped to defined Specialized CS motions and demonstrate measurable adoption and maturity progress.
• Establish trusted relationships with customer executives and internal partners, and contribute to validating standardized CLM engagement motions.

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: Senior
• Education Level: No Education Listed