Sr Customer Success Manager

Workday•Atlanta, PA

1d•Hybrid

About The Position

Higher education institutions are navigating a historic period of transformation, where modern enterprise platforms serve as the operational heartbeat of the student experience and administrative excellence. In Customer Success, we don’t just manage accounts—we empower university leaders to unlock the full strategic value of their technology ecosystem. As a Senior Customer Success Manager, you will serve as a trusted guide to public, private, research, and multi-institution systems across North America. You will bridge executive strategy with product innovation across HCM, Financials, and Student solutions, turning complex operational challenges into clear success paths that fuel campus agility, student success, and long-term institutional growth. We are looking for people who have a combination of domain expertise, customer management and Higher Education industry experience.

Requirements

5+ years of experience in enterprise Customer Success, consulting, or account management within the Higher Education industry (public, private, research, or system-level settings).
5 + years of Functional domain experience and familiarity with HCM, Financials, or Student software platforms.
1 + years of demonstrated experience and ability to monitor customer telemetry data, accelerate feature usage, and manage consumption-based software platforms to secure full renewal performance and unlock expansion growth.
Customer facing services role experience (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
Proven ability to build strong executive-level customer relationships while collaborating cross-functionally 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 / Excellent organization, time management, and communication skills
Bachelor degree or equivalent work experience; Business or technical degree preferred
Ability to travel up to 30%

Responsibilities

Secure full renewal performance across a dedicated portfolio of 20–25 higher education institutions while partnering with account teams to identify net-new expansion paths across HCM, Financials, and Student.
Act as the strategic liaison between university leaders and product management, turning customer roadmap priorities into clear product feedback and cultivating active enterprise champions.
Work directly with client PMs and executive leadership to prioritize, oversee, and resolve critical issues impacting satisfaction.
Establish customized success paths within your first 90 days, accelerating platform adoption and ensuring executive decision-makers achieve early, quantifiable wins.
Integrate AI resources and digital self-serve tools into portfolio management workflows, using predictive adoption data to deliver proactive, personalized customer success journeys.
Deep knowledge of higher education structures, governance models, and enterprise business processes across HCM, Financials, or Student. Brings an inclusive, collaborative perspective that enriches team dynamics, fosters trust, and strengthens cross-functional alignment with Sales, Services, and Product teams.