Remote Strategic SaaS 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

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.