Customer Success Manager

LanceSoft UK; Warszawa; Hybrid; PLN 120,000 - 180,000; Part time

Job summary

LanceSoft UK is seeking a Customer Success Manager in Warsaw, Poland for a 14-month contract. The role requires German and English fluency and involves coordinating customer relationships across Professional and Production Services for Workday products.

You will develop success plans, drive adoption of Workday features, and collaborate with Sales, Services, and Product Management to demonstrate value and identify expansion opportunities. The position is hybrid in Warsaw, with up to 15% travel.

Qualifications

• 3+ years in a customer facing services role with issue resolution and escalation at both business owner and executive levels.
• 1+ years project management experience with Workday HCM, Payroll, or Financials.
• Experience collaborating across Sales, Services and Product Management.
• Functional domain expertise with HCM and/or Financials is preferred.

Responsibilities

• Coordinate the overall customer relationship across teams.
• Act as a liaison between product management and the customer, communicating the Workday roadmap and its impact.
• Develop success plans with critical success factors, metrics, issues, and recommendations.
• Prioritize and drive resolution of raised customer concerns.
• Promote two-way communication and customer adoption of our Workday features.
• Engage with executive leadership and host webinars as needed.
• Travel up to 15%.

Skills

Customer relations

Project management

Communication

Job description

Job Title: Customer Success Manager

Location: Warsaw, Poland - Hybrid

Duration: 14 Months Contract

Fluency in German and English is essential

Job Responsibilities

• Customer Success Management (CSM) is Client 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.
• 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.

Basic Qualifications

• 3+ 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

Other Qualifications

• Functional domain expertise with HCM and/or Financials is preferred.
• 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).
• Account management / adoption planning experience preferred.
• 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 15%.