Customer Success Manager

Workday, Inc.; Austin (TX); Hybrid; USD 90,000 - 160,000; Full time

Job summary

Workday, Inc. is seeking an experienced Customer Success Manager (CSM) to drive value from Workday Adaptive Planning. You will manage a portfolio of enterprise customers, ensuring adoption, renewal, and growth through strategic guidance and partnership with Sales, Services and Product teams.

The role emphasizes customer success, pricing expertise, and accountability for outcomes, with a focus on executive-level relationship building in a hybrid Workday environment.

Qualifications

• At least 5+ years of experience as a CSM supporting a SaaS solution.
• Experience negotiating contracts and managing renewals.
• Proven track record of overachieving goals and sales targets.
• Experience using CRM tools and pricing in SaaS environments.

Responsibilities

• Establish trusted advisor relationship across the customer's organization, from executives to daily contacts.
• Monitor and facilitate adoption of solution features and align with customer needs.
• Stay informed on changes within the customer organization to manage change and relationships.
• Develop success plans and customer journey with critical success factors and KPIs.
• Communicate Workday Innovation roadmap and its impact on customer activities.
• Leverage customer relationships for prospect references and events.
• Maintain revenue from each subscription and demonstrate value at all levels.
• Manage renewals end-to-end, including contract negotiations and upsell opportunities.

Skills

CSM experience

Contract negotiations

Renewals management

Pricing in SaaS

Sales collaboration

CRM (Salesforce)

Gainsight

Executive relationship building

Excellent communication

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Gainsight

Job description

About the Team

Customer Success is a key role to ensure Workday’s customers achieve value from our solutions. In this role, you will be a key player that supports our customers on their Workday Adaptive Planning journey. You are an advisor and facilitator to our customers, partnering not only with your team but with Sales & Services to help customers achieve maximum value from Workday. You will be responsible for working with a number of customers, supporting them through regular checkpoints to drive value, adoption and retention. You will help identify new growth opportunities for success at every point on our customers' journey. You will be a part of the Workday’s Planning Business unit CSM team, working closely across Sales, Services, and Product teams to drive a top notch Planning experience for customers.

About the Role

The Customer Success Manager (CSM) plays a critical role in the success and execution of Workday Adaptive Planning. As a CSM, you will ensure the maximum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives. Ultimately, your goal as a CSM is to ensure that the value derived from the solution far exceeds customer’s expectations; as such, the role requires a combination of customer management experience and pricing expertise. Additionally, this role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer.

What you'll be doing

• Establishing a trusted advisor relationship across the customers organization, from Executive Sponsors to Day to Day contacts, that works to ensure customer’s are getting value from our products and services.
• Monitoring and facilitating the customer’s adoption of our solution features and their overall business needs as they relate to our products.
• Stay on top of any major changes within their customer’s organization to be able to effectively help manage the change and develop the relationships as necessary.
• Developing success plans/customer journey for customers that outline their critical success factors, metrics for success, potential issues, track progress and provide recommendations.
• Acting as a liaison between product management and the customer with a focus on communicating the Workday innovation roadmap and how the roadmap will influence customer activities.
• Leveraging customer relationships as needed for prospect references and driving customers to Workday Adaptive Planning events.
• Maintain revenue stream from each customer’s subscription by creating and demonstrating top & bottom-line value for each customer.
• Managing renewals from end-to-end, including negotiating contracts.
• Identifying upsell/add-on opportunities and collaborating with Account Executives.

Expected results within 6-12 months

After receiving initial training/onboarding we expect you to have gained and maintain a deeper knowledge of Workday products and services across each product work stream. Self-sufficient management of 50-60 enterprise accounts totaling 5M+ in ARR. Actively ensure there is a roadmap in place for each of your accounts. Timely execution of standard customer meetings and reviews for your defined accounts.

• Self-sufficient management of 50-60 enterprise accounts totaling 5M+ in ARR
• Actively ensure there is a roadmap in place for each of your accounts
• Timely execution of standard customer meetings and reviews for your defined accounts
• Achieve/exceed annual customer satisfaction targets and other defined Key Performance Indicators (KPIs)
• Partnering with Renewals Management to manage all aspects of the renewal cycle, executing renewals in a timely fashion and maintaining renewal rate targets

About You

Basic Qualifications

• At least 5+ years of experience as a CSM supporting a SaaS solution
• Experience negotiating contracts and managing renewals
• Proven track record of overachieving goals and sales targets
• Familiar with change management practices, change communications and process re-engineering
• Experience with pricing principles and sales practices in SaaS selling environments
• Experience using a CRM such as Salesforce and a customer success tool like Gainsight
• Experience working within the EPM/CPM space or with financial ERP applications is a plus
• Proven account management/strategic planning experience
• Proven ability to collaborate and build strong relationships with customers especially at the Executive level and engage across corporate functions (ie. Sales, Managing Partners, Marketing, Customer Support, Professional Services, and Product Management)
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars
• Bachelor’s degree or equivalent work experience

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. 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. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

• Primary Location: USA.TX.Austin
• Primary Location Base Pay Range: $95,000 USD - $142,600 USD
• Additional US Location(s) Base Pay Range: $90,300 USD - $160,400 USD
• Additional Considerations: If performed in Colorado, the pay range for this job is $95,000 - $142,600 USD based on min and max pay range for that role if performed in CO.
• The application deadline for this role is the same as the posting end date stated as below: 12/15/2026

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 and Accommodation

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.

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.

Workday Related Information

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.