Remote Senior Customer Success Manager - Higher Ed & AI

Workday; Ohio; Hybrid; USD 108,000 - 192,000; Full time

Job summary

Workday is seeking a Senior/Principal Customer Success Manager to support higher education institutions across North America. You will bridge executive strategy with product insights in HCM, Financials, and Student solutions, guiding complex programs to renewal and growth.

In this role you will manage a portfolio of 20–25 institutions, collaborate with Sales, Services, and Product teams, and drive adoption with data-driven, proactive customer journeys while leading with inclusive,

Qualifications

• 8+ years of experience in enterprise Customer Success, consulting, or account management ideally within the Higher Education industry (public, private, research, or system‑level settings).
• 5+ years of Functional domain experience and familiarity with HCM, Financials, or Student software platforms.
• 1+ years of demonstrated experience and ability to monitor customer telemetry data, accelerate feature usage, and manage consumption-based software platforms to secure full renewal performance and unlock expansion growth.

Responsibilities

• Portfolio retention and expansion across 20–25 higher education institutions.
• Strategic advocacy between university leaders and product management, turning customer roadmap priorities into product feedback.
• Escalation & issue resolution with client PMs and executive leadership.
• Value velocity and adoption: create customized success paths within the first 90 days.
• Human‑AI collaborative workflows: integrate AI resources into portfolio management workflows.
• Domain expertise in higher education structures and enterprise processes across HCM, Financials, or Student.
• Cross‑functional collaboration with Sales, Services, and Product teams to align on outcomes.

Skills

Enterprise CS

Higher Ed

Telemetry data

Executive relationships

Education

Bachelor degree or equivalent

Job description

Workday is seeking a Senior/Principal Customer Success Manager to support higher education institutions across North America. You will bridge executive strategy with product insights in HCM, Financials, and Student solutions, guiding complex programs to renewal and growth.

In this role you will manage a portfolio of 20–25 institutions, collaborate with Sales, Services, and Product teams, and drive adoption with data-driven, proactive customer journeys while leading with inclusive,