Sr. Customer Success Manager

Workday•Pleasanton, CA

1d•$108,200 - $192,200•Hybrid

About The Position

Your work days are brighter here. We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too. About the Team Customer Success is a key role to ensure Workday’s customers achieve value from our solutions. In this role, you will be a key player that supports our customers on their Workday Adaptive Planning journey. You are an advisor and facilitator to our customers, partnering not only with your team but with Sales & Services to help customers achieve maximum value from Workday. You will be responsible for working with a number of customers, supporting them through regular checkpoints to drive value, adoption and retention. You will help identify new growth opportunities for success at every point on our customers' journey. You will be a part of the Planning Business unit CSM team, working closely across pre-sales, services & product to drive a top notch Planning experience for customers. About the Role Customer Success Management (CSM) is Workday’s liaison between our Professional Services and Production Services teams. We plan and oversee enterprise-level support and service activities for Workday products and services for a designated customer or group of customers. We ensure quality service and operational performance, collaborate with sales and support groups to demonstrate value of support offering to customers and identify opportunities for expanded support business. Our Customer Success Managers work directly with customers to improve their overall user experience with Workday.

Requirements

10+ years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
1+ years project management experience with Workday HCM, Payroll, or Financials.
Customer management experience in a complex software or SaaS environment.
Proven track record to collaborate and build strong relationships with customers especially at the executive level.
Demonstrated ability to engage across corporate functions (Sales, Services and Product Management).
Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars.
Excellent organization, time management, data analysis, and communication skills.
Ability to travel up to 30%.

Nice To Haves

Account management / adoption planning experience preferred.
Bachelor degree or equivalent work experience; Business or Technical degree preferred.

Responsibilities

Handling overall responsibility for coordinating the customer relationship.
Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities.
Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
Prioritizing and driving resolution on raised customer concerns.
Promoting opportunities for two-way communication.
Supervising and facilitating the customer's adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products.
Using customer relationships as needed for prospect references.
Keeping customers advised of process and procedural changes.