Customer Success Manager, Paradox

Junee Southern Cross; Brisbane; Hybrid; AUD 120,000 - 160,000; Full time

Job summary

Workday is seeking a Customer Success Manager to directly engage APAC clients and maximize the value of Paradox, our AI-driven candidate experience platform. You will guide customers toward business goals and ensure adoption of features across frontline and high-volume industries.

You will develop success plans, lead business reviews, and collaborate with global teams to deliver measurable outcomes, while maintaining strong relationships across organizations and time zones.

Qualifications

• 4+ years in client success, customer service or account management roles.
• Technical understanding of HR tech ecosystems (ATS/CRM/HCM).
• Escalation management and adoption planning experience preferred.
• Proven ability to collaborate with customers at executive level and across time zones.

Responsibilities

• Serve as primary contact for Paradox clients in APAC.
• Drive adoption of AI-powered features and ensure business goals are met.
• Develop success plans with critical success factors and metrics.
• Lead Quarterly Business Reviews and uncover insights for goals and opportunities.
• Provide deep product expertise and act as SME for platform use.
• Collaborate with globally distributed teams to drive product improvements.
• Build relationships across client organizations to support renewal and expansion.

Skills

Client success

HR tech

Executive relationships

Remote collaboration

Tools

ATS

CRM

HCM

Job description

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

The Paradox Customer Success team sits within Workday's broader Customer Success Center of Excellence (CoE) organisation, dedicated to helping customers realise the full value of Paradox — the conversational AI candidate experience platform. Paradox is a candidate experience agent that uses conversational AI to simplify every step of the job application journey, particularly for frontline industries.

As part of Workday's talent acquisition suite, Paradox's AI agent streamlines the hiring process by providing candidates with instant responses, self-scheduling capabilities, and 24/7 support in a natural conversational experience, simplifying complex tasks like applications, scheduling, and interview coordination. Our team works directly with customers across frontline and high-volume industries like retail, hospitality, and manufacturing, as well as skilled and corporate hiring, to drive adoption and measurable outcomes.

About the Role

As a Customer Success Manager, you work directly with customers to improve their overall user experience with Workday, helping them achieve their business goals with our AI-powered solutions.

In this role, you will be responsible for:

• Serving as the primary contact for Paradox clients in APAC, guiding them toward their business goals and ensuring they get maximum value from our solutions
• Delivering exceptional service throughout the entire client journey and facilitating the customer's adoption of our solution features and functionality with an understanding of their overall business needs
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Leading Quarterly Business Reviews that proactively monitor client success and product adoption, while continuously uncovering new insights into evolving goals, challenges, and opportunities
• Providing deep product expertise and serving as the subject matter expert for platform use
• Collaborating with globally distributed teams and regional clients to drive ongoing product improvements and develop creative new solutions
• Building meaningful relationships across client organisations that contributes to advocacy, renewal and expansion opportunities

About You

Basic Qualifications

• 4+ years of experience in client success, customer service or account management roles
• Technical understanding of HR technology ecosystems, including ATS, CRM, HCM, and other related technologies
• Escalation management and adoption planning experience preferred.
• Proven track record to collaborate and build strong relationships with customers especially at the executive level.
• Comfortable working remotely with a cross-functional team and clients across different time zones.

Other Qualifications

• Functional domain expertise with HR/recruiting software experience or demonstration of equivalent experience with Paradox solutions
• Customer management experience in a complex software or SaaS environment.
• Demonstrated ability to engage across corporate functions (Sales, Services and Product Management).
• Excellent organisation, time management, data analysis, and communication skills.
• Ability to travel up to 30%.

Our Approach to Flexible Work

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law.

Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law.

If you require a reasonable accommodation, you may email [e-mail], as far in advance as possible.

At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers.

Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not.

In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.