Director, Customer Success - EMEA South

Workday, Inc.; Paris; On-site; EUR 121,000 - 181,000; Full time

Job summary

Workday, Inc. in France seeks a seasoned Senior Customer Success Leader to drive strategic partnerships and ensure high-value outcomes for enterprise clients. You will guide customer journeys, coordinate cross-functional teams, and foster executive-level relationships to maximise renewal and expansion opportunities.

You will lead a team of professionals, monitor health scores, and collaborate with Services and Product teams to align on roadmaps and service delivery.

Qualifications

• 10+ years as a people manager of Customer Success teams.
• 7+ years of customer management experience in a complex software/SaaS environment.
• Experience in senior stakeholder engagement and escalation handling.

Responsibilities

• Coordinate the customer relationship across multiple accounts and ensure value delivery.
• Communicate Workday roadmap and its impact on customer activities.
• Develop and monitor success plans with clear metrics and risk mitigation.
• Lead issue resolution and escalate critical concerns to executives as needed.
• Coach and develop the customer success team to improve retention and satisfaction.

Skills

People management

Customer management

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

Customer Success is a key role to ensure Workday’s customer happiness and success. In this role, you will be a key player in supporting our customers on their Workday journey. CSM’s are advisers and facilitators to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. They are responsible for leading a number of customers, supporting them through regular checkpoints and developing important relationships representing Workday offering to our clients in collaboration with our Customer base team. You are part of a phenomenal Services team, working across the Continental Europe region, having great control of your own schedule and customer interactions.

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.

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.
• Prioritising 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.

About You

Basic Qualifications

• 10+ years as a people manager of Customer Success teams
• 7+ Customer management experience in a complex software or SaaS environment

Other Qualifications

• Experience in a Customer Success role that includes issue resolution and escalation management at both the business owner and executive levels
• Proven leadership through accountability, continuous learning, and improvement
• Experience fostering the growth and development of others, providing timely, direct, and actionable feedback
• Ability to coach a team of workmates to be highly effective at customer relationship building and de-escalation
• Embody strong account leadership skills; comfortable and seasoned in managing customers and providing an exceptional customer experience
• Skilled at building positive relationships with customers, especially at the executive level
• Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership
• Demonstrated ability to engage across corporate functions (Sales, Services and Product Management)
• Ability to de-escalate critical customer concerns and manage commercial negotiations
• A successful track record of managing multiple priorities and initiatives concurrently, leveraging data as appropriate
• Ability to travel up to 35%

Workday Pay Transparency Statement (For EU Locations Only)

Listed below is the base salary range applicable to this position. Workday pay ranges (and the precise pay offered to the successful candidate) are based on a number of objective criteria such as relevant experience and skills, and educational qualifications, level of responsibility, demands of the role, work location and business need. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants awarded by Workday Inc. For more information regarding Workday’s comprehensive benefits, please click here.

Primary Location Base Pay Range

€120,500 EUR - €180,700 EUR France

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.

Equal Opportunity Employment

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

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.

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

Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodation, 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.

Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us. You may view the Workday's Pay Transparency Policy, and Know Your Rights Notice, by clicking on their corresponding links.

Referral Process

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! 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.