Customer Success Manager

Workday; Phoenix (AZ); Hybrid; USD 84,000 - 155,600; Full time

Job summary

Workday is seeking a Global Customer Success professional to manage high-impact accounts across the United States, driving adoption and value realization. You will partner with executives to align Workday capabilities with business objectives and collaborate with Sales, Services, and Product teams to ensure renewal and growth.

You will build detailed account plans, maintain executive relationships, and lead engagements that demonstrate tangible outcomes and customer advocacy.

Qualifications

• Minimum of 3-5 years in a customer-facing services role (customer success, consulting, or account management) that includes customer growth, adoption, and issue resolution at both business owner and senior leadership levels.
• Experience in customer management within a complex software or SaaS environment.
• Demonstrated ability to engage positive relationships and collaborate across multiple company functions (Sales, Services, and Product Management).

Responsibilities

• Focused on high-touch, curated experiences for Workday’s most strategic accounts working on engagements with medium to high complexity and providing proactive and ongoing adoption and value engagements at key moments of our customers' journey.
• Act as a strategic partner with insights into customers’ objectives and drive product adoption by aligning Workday's features with customers’ business needs.
• Understand and identify Workday services and offerings and how they help meet customers’ objectives, leading to upsell opportunities.
• Work on diverse situations where data analysis requires evaluation, prioritization, and resolution.
• Serve as a liaison between product management and the customer, focusing on communicating the Workday Roadmap and its influence on customer activities.
• Collaborate cross-functionally with account team members to create a seamless and optimal customer experience.
• Create customer champions and advocates.

Skills

Data analysis

Executive presence

Stakeholder management

Negotiation

Conflict resolution

Critical thinking

Active discovery

Managing ambiguity

Influencing

Product acumen

Education

Bachelor's degree or equivalent work experience

Job description

About the Role

The Global Customer Success (GCS) team is dedicated to engaging every customer, ensuring they derive meaningful value throughout their journey with Workday. Our focus on customer growth and innovation drives us to enhance product adoption, elevate customer outcomes, and secure renewals in close collaboration with our account teams. We meet each customer where they are and tailor our approach to meet their unique needs.

Responsibilities

• Focused on high‑touch, curated experiences for Workday’s most strategic accounts working on engagements with medium to high complexity and providing proactive and ongoing adoption and value engagements at key moments of our customers' journey.
• Act as a strategic partner with insights into customers’ objectives and drive product adoption by aligning Workday's features and functionality with customers’ overall business needs.
• Understand and identify Workday services and offerings and how they help meet customers’ objectives, leading to upsell opportunities.
• Work on a diverse scope of situations where data analysis requires evaluation, prioritization, and resolution.
• Serve as a liaison between product management and the customer, focusing on communicating the Workday Roadmap and its influence on customer activities.
• Collaborate cross‑functionally with account team members to create a seamless and optimal customer experience.
• Create customer champions and advocates.

Expected Results Within 3-6 Months

• Develop a working knowledge of Workday products, services, and offerings.
• Manage a portfolio of 20-25 customers in the United States independently.
• Develop detailed and prioritized account plans, including product adoption strategies and identification of upsell opportunities.
• Establish and maintain relationships with key executives and decision‑makers.
• Execute customer success engagements in a timely manner.

About You

Basic Qualifications

• Minimum of 3-5 years in a customer‑facing services role (customer success, consulting, or account management) that includes customer growth, adoption, and issue resolution at both business owner and senior leadership levels.
• Experience in customer management within a complex software or SaaS environment.
• Demonstrated ability to engage positive relationships and collaborate across multiple company functions (Sales, Services, and Product Management).

Other Qualifications

• Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.
• Consistent track record of building positive relationships with customers, including executives.
• Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership.
• Bachelor’s degree or equivalent work experience; Business or Technical degree preferred.
• Ability to travel up to 30%.

Critical Skills

• Conflict resolution
• Critical thinking
• Data analysis
• Executive presence
• Influencing
• Active discovery
• Managing ambiguity
• Negotiation
• Problem‑solving
• Product acumen
• Stakeholder management

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 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.

Primary Location: USA, TX, Austin
Base Pay Range: $88,300 USD – $132,500 USD
Additional US Locations: $84,000 USD – $155,600 USD

Flexible Work Approach

Workday combines the best of in‑person and remote work. Teams are expected to spend at least 50% of their time each quarter in the office or field, while maintaining flexibility to tailor schedules to business, team, and personal needs.

Equal Opportunity Employer

Workday is an Equal Opportunity Employer, including individuals with disabilities and protected veterans. Pursuant to applicable Fair Chance law, Workday will consider qualified applicants with arrest and conviction records.