Sr. Customer Success Manager
About The Position
The Senior Customer Success Manager supports Workday Adaptive Planning customers in achieving value from Workday solutions. As an advisor and facilitator, this role partners with internal teams—including Sales, Services, and Product—to support customers throughout their journey, drive value, adoption, and retention, and identify opportunities for growth. The position is part of the Planning Business Unit Customer Success Management team and works across pre-sales, services, and product to provide a strong Planning experience. Customer Success Management serves as the liaison between Professional Services and Production Services. The role plans and oversees enterprise-level support and service activities for designated customers, helps ensure service quality and operational performance, demonstrates the value of support offerings, and identifies opportunities to expand support business. Customer Success Managers work directly with customers to improve their overall Workday user experience.
Requirements
- At least 10 years in a customer-facing services role, such as consulting or account management, including issue resolution and escalation management at business-owner and executive levels.
- At least 1 year of project management experience with Workday HCM, Payroll, or Financials.
- Customer management experience in a complex software or SaaS environment.
- Demonstrated ability to collaborate and build strong customer relationships, especially at the executive level.
- Ability to engage across corporate functions, including Sales, Services, and Product Management.
- Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership and host webinars.
- Strong organization, time management, data analysis, and communication skills.
- Bachelor’s degree or equivalent work experience.
- Ability to travel up to 30%.
Nice To Haves
- Account management or adoption planning experience.
- Business or technical degree.
Responsibilities
- Coordinate the overall customer relationship.
- Act as a liaison between Product Management and customers, communicating the Workday roadmap and how it may influence customer activities.
- Develop customer success plans covering critical success factors, measures of success, potential issues, and recommendations.
- Prioritize and drive resolution of customer concerns.
- Promote two-way communication with customers.
- Guide and facilitate customer adoption of solution features and functionality, while sharing customers’ business needs as they relate to Workday products.
- Use customer relationships for prospect references when needed.
- Keep customers informed of process and procedural changes.
- Support customers through regular checkpoints to drive value, adoption, and retention.
- Identify opportunities for customer growth and success throughout the customer journey.
- Plan and oversee enterprise-level support and service activities for designated customers.
- Collaborate with sales and support groups to demonstrate the value of support offerings and identify opportunities to expand support business.
- Work across pre-sales, services, and product teams to support the Planning customer experience.
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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
