Customer Success Manager

Role Overview

As a Customer Success Manager, you will be a hands-on, strategic partner to a portfolio of customers using Workday’s emerging HCM solutions. You will own the post-go-live experience and be accountable for product adoption, customer health, value realization, and retention across your portfolio.

What You Will Do

Acting as a trusted advisor to key stakeholders and business leaders at your customers, connecting Workday’s emerging HCM capabilities and insights to their strategic priorities and talent/contingent workforce agenda. Developing and maintaining joint success plans that articulate goals, key metrics, and a roadmap for adoption, value realization, and program maturity across the products you support.

Why It Might Be a Fit

Passion for employee experience, workforce agility, and helping organizations build better workplaces and more effective contingent workforce programs. Strong AI literacy skills, including the ability to explain AI-powered product capabilities and responsible use to non-technical stakeholders and help customers embed AI into their people and workforce programs.

Requirements

• 3-5+ years of experience in Customer Success, Consulting, HR/People Analytics, or related roles in B2B SaaS or enterprise software.
• Experience working with enterprise customers and engaging with business-level and executive-level contacts.
• Demonstrated ability to build strategic, outcomes-focused relationships and influence senior stakeholders using data and insights.
• Experience with CS and CRM tools (e.g., Gainsight or Planhat, Salesforce or similar) to manage customer health, usage, and engagement activities.
• Experience analyzing customer, workforce, or people data like health scores, usage patterns, adoption metrics, and people or program outcomes to identify trends, inform recommendations, and guide priorities.
• Skilled at engaging with customers to understand their needs, address concerns, and deliver a positive experience that builds trust and satisfaction.
• Experience supporting issue resolution and escalation management, including coordinating with the appropriate teams and communicating effectively to reach resolution.
• Ability to communicate with confidence and clarity in both customer and internal settings, including contributing to meetings with senior leaders.
• Experience building and maintaining productive relationships with customers, internal partners, and cross-functional teams.
• Comfortable operating in ambiguous or changing environments, with the ability to stay focused and adapt to shifting priorities.
• Strong facilitation and storytelling skills, with the ability to turn complex product insights into simple, compelling narratives and action plans for executives, HR, and business leaders.
• Strong AI literacy skills, including the ability to explain AI-powered product capabilities and responsible use to non-technical stakeholders and help customers embed AI into their people and workforce programs.