Specialized Customer Success Manager, CLM (Evisort)

Workday•Vancouver, BC

3d•$90,300 - $160,400•Hybrid

About The Position

Join our team and experience Workday CLM (Evisort) within the Specialized Customer Success team in Workday’s Customer Success Center of Excellence organization (CoE). As a CLM Customer Success Manager, you’ll be part of a specialized team focused on driving deep, measurable adoption and value realization for AI-powered contract lifecycle management workflows. We use a consistent Customer Success framework across Specialized CS that defines what “good” looks like for our customers: clear personas, adoption and health definitions, maturity milestones, and standard engagements that can scale across our portfolio. Our global team is united in our mission to help customers realize meaningful value from Workday’s emerging, high-impact products. Workday’s Contract Lifecycle Management (CLM) solution leverages cutting-edge AI technology to make contracts searchable, simplify deal-making processes, reduce costs, and manage risk. By automating manual work, facilitating collaboration, and streamlining operations, CLM enables businesses to move faster and make better decisions.

Requirements

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

Responsibilities

Serve as a strategic partner to customers, guiding them through workflow redesign, process optimization, and operating model shifts required to unlock the full value of CLM.
Design and own structured success and adoption plans aligned to the Specialized Customer Success framework (personas, adoption definitions, maturity milestones, and standard engagements), tailored to each customer’s starting point and objectives.
Lead proactive, planned customer engagements (e.g., onboarding, value realization, optimization, and roadmap alignment) that accelerate adoption and maturity.
Use product usage data, health indicators, and customer feedback to assess adoption, prioritize efforts, and adjust success plans based on what is driving measurable value.
Collaborate cross-functionally with Sales, Core Customer Success, Services, Product, and Operations to deliver cohesive, reusable engagement motions and ensure clear handoffs and ownership.
Act as a trusted advisor to senior stakeholders across Legal, Procurement, Finance, and IT, translating CLM capabilities into clear business value.
Prepare and deliver executive briefings that highlight progress, outcomes, risks, and opportunities.
Identify and cultivate customer champions and advocacy opportunities in partnership with Sales, Marketing, and Product.
Contribute to continuous improvement of Specialized CS motions by sharing learnings, refining playbooks, and helping standardize approaches that can scale without increasing cost to serve.