Customer Success Manager

Role Overview

As a Customer Success Manager, you will play a critical role in the success and execution of Workday Adaptive Planning. You will ensure the maximum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives.

What You Will Do

Establishing a trusted advisor relationship across the customers organization, monitoring and facilitating the customer’s adoption of our solution features, staying on top of any major changes within their customer’s organization, developing success plans/customer journey for customers, acting as a liaison between product management and the customer, leveraging customer relationships for prospect references and driving customers to Workday Adaptive Planning events, maintaining revenue stream from each customer’s subscription, managing renewals from end-to-end, identifying upsell/add-on opportunities and collaborating with Account Executives.

Why It Might Be a Fit

We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. 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.

Requirements

• At least 5+ years of experience as a CSM supporting a SaaS solution
• Experience negotiating contracts and managing renewals
• Proven track record of overachieving goals and sales targets
• Familiar with change management practices, change communications and process re-engineering
• Experience with pricing principles and sales practices in SaaS selling environments
• Experience using a CRM such as Salesforce and a customer success tool like Gainsight
• Experience working within the EPM/CPM space or with financial ERP applications is a plus
• Proven account management/strategic planning experience
• Proven ability to collaborate and build strong relationships with customers especially at the Executive level and engage across corporate functions
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
• Bachelor’s degree or equivalent work experience

Benefits

• Dental insurance
• Vision insurance
• Annual refresh stock grants
• Workday Bonus Plan
• Role-specific commission/bonus
• Paid holidays

Tagged as: Change Management, Gainsight, Salesforce