Senior Manager, APAC Customer Success

Workday, Inc.; Singapore; On-site; SGD 180,000 - 240,000; Full time

Job summary

Workday, Inc. in Singapore is seeking a Senior Manager, APAC Customer Success to lead a growing regional team and oversee enterprise customer relationships. You will present the Workday roadmap and align customer outcomes with product strategy to ensure value delivery.

You will develop success plans, drive issue resolution, promote two-way communication, and guide adoption of Workday features while engaging executives across our customers. Travel up to 35% may be required.

Qualifications

• 8+ years leading Customer Success teams.
• 5+ years in Customer management for SaaS/complex software.
• Experience with escalation management at executive level.
• Ability to mentor and develop others.

Responsibilities

• Coordinate overall responsibility for the customer relationship.
• Liaise between product management and the customer, presenting the roadmap.
• Develop success plans outlining critical factors, metrics, risks, and recommendations.
• Prioritize and drive resolution of customer concerns.
• Promote opportunities for two-way communication.
• Guide adoption of Workday features and align with business needs.
• Leverage customer relationships for prospect references.
• Keep customers informed of process and policy changes.

Skills

People leadership

Customer success

Executive communication

De-escalation

Education

Bachelor’s degree or equivalent

Business/Technical degree preferred

Job description

## Senior Manager, APAC Customer SuccessApply: Flex: Singapore: Full Time: Posted Today: JR-0110570**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**Our Customer Success Management Team plays a key role of being the link between our Customers, Sales, Professional Services and Production Services teams. This team work directly with production customers to enhance their overall user experience with Workday. As part of our regional expansion, we have established a new Customer Success team based in Malaysia, to support customers across APAC. This team will play an important role in scaling our impact and ensuring consistent, high-quality customer engagement across the region. We are looking for an experienced and motivated people leader who demonstrates strong leadership skills and a proven interest in building and developing high-performing teams**About the Role**Customer Success 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 find opportunities for expanded support business. Our CSM team 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 presenting 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.**About You**Basic Qualifications* 8+ years as a people manager of Customer Success teams* 5+ years of 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 encouraging the growth and development of others, providing timely, direct, and actionable feedback* Ability to mentor a team of workmates to be highly effective at customer relationship building and de-escalation* Embody strong account leadership skills; comfortable and seasoned in leading customers and providing an outstanding 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 lead commercial negotiations* A successful track record of leading multiple priorities and initiatives concurrently, demonstrating data as appropriate* Bachelor’s degree or equivalent work experience; Business or Technical degree preferred* Ability to travel up to 35%