Senior Specialized Customer Success Manager, CLM (Evisort)
About The Position
The Senior 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 in close collaboration with Workday account teams, the manager brings CLM domain expertise, product knowledge, and best practices to accelerate customer adoption and maturity against defined success milestones. The role influences retention, advocacy, and long-term customer success through structured engagements and ongoing partnership. The position is part of Workday’s Specialized Customer Success team within the Customer Success Center of Excellence. The team applies a consistent Customer Success framework that defines customer personas, adoption and health measures, maturity milestones, and scalable standard engagements. Workday CLM uses AI to make contracts searchable, simplify deal-making, reduce costs, manage risk, automate manual work, facilitate collaboration, and streamline operations. The role is expected to build expertise in Workday CLM capabilities and adoption patterns, independently manage a customer portfolio using clear success plans, demonstrate measurable adoption and maturity progress, establish trusted relationships with customer executives and internal partners, and help refine repeatable engagement motions. Travel may be required up to 25%.
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 environments where engagement motions are being refined and scaled.
- Ability to travel up to 25%.
Responsibilities
- Guide customers through workflow redesign, process optimization, and operating model changes to help them realize the value of CLM.
- Design and own structured success and adoption plans aligned to the Specialized Customer Success framework and tailored to each customer’s objectives and starting point.
- Lead proactive 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.
- 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 covering progress, outcomes, risks, and opportunities.
- Identify and cultivate customer champions and advocacy opportunities with Sales, Marketing, and Product.
- Share learnings, refine playbooks, and help standardize scalable Specialized Customer Success approaches.
- Help refine or validate standardized CLM engagement motions and identify motions ready to scale or graduate as product maturity increases.
Benefits
- May be eligible for the Workday Bonus Plan or a role-specific commission/bonus.
- May be eligible for annual refresh stock grants.
- Workday offers a flexible work approach combining in-person time and remote work, with at least 50% of time each quarter in the office or in the field with customers, prospects, and partners, depending on the role.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
