Senior Digital Customer Success Manager, CLM (Evisort)

Workday•Vancouver, BC

4d•$108,200 - $192,200•Hybrid

About The Position

Workday is seeking a Senior Digital Customer Success Manager to build and lead the digital Customer Success motion for Evisort, Workday's AI-native contract intelligence and contract lifecycle management solution. This role is responsible for engaging Evisort's growing customer base strategically and digitally throughout their lifecycle. The position involves owning a book of digital Evisort accounts, designing and implementing the program that serves them, including lifecycle touchpoints, self-service content, usage signals for intervention, and escalation paths. Additionally, the role will contribute to enabling the broader Customer Success organization by creating resources that serve all Evisort customers and can be transferred to other Specialized product teams. This is a hands-on role with significant autonomy, suitable for an individual comfortable with both designing and delivering the program.

Requirements

Minimum 8 years of experience in Customer Success, Consulting, Strategy or similar customer-facing roles
Minimum 4 years of experience in a digital, scaled or tech-touch Customer Success role
Minimum 5 years’ experience building out a digital/scaled Customer Success program
Minimum 1 year of Contract Lifecycle Management (CLM) experience required
Minimum 6 years year’s experience managing a large book of accounts
Track record of designing customer lifecycle journeys, one-to-many plays or automated touch points that produced measurable adoption or retention results
Comfort using product usage data and behavioral signals to decide where to engage, and to track progress
Demonstrated AI literacy: familiarity with AI concepts and AI-enabled workflows, and comfort using AI tools in your own work
Experience with specialized, AI-enabled or rapidly evolving SaaS products
Comfort operating in ambiguity and building where no established playbook exists, paired with the discipline to document what you build

Nice To Haves

Experience with contract lifecycle management, legal operations, procurement or contracting workflows is a plus

Responsibilities

Build the Digital Customer Success Motion: Take a designed digital lifecycle from concept to live program, covering onboarding, hypercare, adoption milestones, ongoing value reviews and renewal readiness.
Define customer engagement at each stage, triggers for touchpoints, and desired outcomes.
Establish the engagement line between digital coverage and direct human engagement.
Build in stages and deploy working touchpoints early.
Pilot, measure, retire ineffective elements, and scale successful ones.
Own a Book of Digital Accounts: Carry a book of digital Evisort accounts and be accountable for adoption, value realization, and retention.
Prioritize the book of business based on risk, adoption depth, renewal timing, and value at stake.
Run targeted re-engagement with at-risk and under-adopted accounts, documenting successful strategies.
Build Content and Resources That Scale: Develop customer guidance for digital success, including onboarding, admin setup, workflow and feature enablement, adoption checkpoints, and value review formats.
Curate existing content from Workday Community and Evisort Academy before creating new resources.
Ensure resources are relevant across all segments and introduce them to the wider Customer Success team.
Work From Data: Utilize product usage data, engagement signals, request volume, and survey feedback to understand customer behavior.
Define signals that predict churn risk, under-utilization, and expansion opportunities, and translate them into specific actions.
Partner with analytics and product teams to refine program-dependent data.
Deliver Value Reviews and Renewal Readiness at Scale: Design and deliver digital adoption and value reviews.
Partner with Specialized Renewals and other internal operations teams to ensure progress and advocate for clients.
Surface potential expansion client advocate candidates from usage and sentiment signals.
Collaborate in a Matrixed, Fast-Moving Environment: Partner with internal operations teams to translate program requirements into delivered capabilities.
Work with Product, Delivery, Support, Specialized Renewals, and Core Customer Success teams to ensure a coordinated customer experience.
Influence without direct authority using data and clear narratives about customer outcomes.