Sr Customer Success Manager

Workday; Boston (MA); Hybrid; USD 120,000 - 192,000; Full time

Job summary

Workday is seeking a Customer Success Manager for the Healthcare portfolio in Boston. You will manage large enterprise relationships, drive adoption of Workday’s SaaS solutions, and collaborate across Professional and Production Services to ensure client success.

The role requires extensive healthcare domain experience, strong executive communication, and a willingness to travel up to 30%. This position supports a hybrid in-office/remote work model in the United States.

Qualifications

• 5+ years' experience managing Large Enterprise Client Relationships within the Healthcare Industry.
• 5+ years experience in a Customer Success, Sales or software Consulting
• 5+ years working with SaaS applications (Workday, Oracle, SAP, PeopleSoft or similar)
• Bachelor degree or equivalent work experience; business or technical degree preferred

Responsibilities

• Portfolio & Relationship Management: Manage relationships across a Healthcare portfolio with executive alignment.
• Product Strategy & Adoption: Communicate Workday roadmap and drive feature adoption.
• Escalation & Issue Resolution: Prioritize and oversee critical issues with client PMs and executives.
• Customer Success Planning: Develop tailored success plans with key metrics and risks.
• SaaS Implementation Oversight: Guide SaaS implementations using Workday best practices.
• Product Expertise: Demonstrate deep knowledge of HCM, Payroll, Financials, and Healthcare modules.
• Advocacy & Engagement: Maintain two-way communication and cultivate references for sales.

Skills

Large Enterprise Relationships

Customer Success

SaaS Applications

Executive Communication

Cross-Functional Collaboration

Education

Bachelor degree or equivalent

Job description

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

The Customer Success Team: Driving Value and Growth. The Customer Success (CS) team is the voice of the customer and a critical driver of long-term business growth. We are passionate about ensuring our customers achieve maximum value from our product, turning successful adoption into lasting partnerships and powerful advocacy.

Our Core Mission

• Accelerate Adoption: Facilitate smooth onboarding and quick integration of our solution.
• Deepen Engagement: Proactively work with users to ensure they are leveraging key features that solve their business challenges.
• Champion Retention & Expansion: Build trust, identify opportunities for customers to grow with us, and serve as the main internal advocate for customer needs.

About The Role

Workday is the leader in enterprise-class, software-as-a-service (SaaS) solutions for managing global businesses. Our rapidly growing software company is searching for a Customer Success Manager for our Healthcare customer base. Customer Success Management (CSM) is Workday’s bridge between our Professional Services & Production Services teams. Members of CSM advocate on behalf of Workday customers and take a team-based approach to keep customers connected to Workday.

Our Customer Success Managers work directly with customers to enhance their overall user experience with Workday. The Customer Success Manager is responsible for overall customer wellbeing by monitoring customer health, producing customer programs, providing billable services, and acting as an escalation point for customer issues.

We are looking for people who have a combination of domain expertise, customer management and Healthcare industry experience.

Responsibilities

• Portfolio & Relationship Management: Manage customer relationships across a Healthcare portfolio, serving as a trusted advisor to ensure long-term satisfaction and executive alignment.
• Product Strategy & Adoption: Act as a liaison between customers and Product Management to communicate the Workday roadmap, drive feature adoption, and align functionality with overall business needs.
• Escalation & Issue Resolution: Work directly with client PMs and executive leadership to prioritize, oversee, and resolve critical issues impacting satisfaction.
• Customer Success Planning: Develop tailored success plans that define critical success factors, key metrics, potential risks, and strategic recommendations.
• SaaS Implementation Oversight: Provide guidance and oversight during SaaS implementations, ensuring clients leverage Workday’s methodology and industry best practices.
• Product Expertise: Demonstrate deep competency across the Workday product suite, including HCM, Payroll, Financials, and Supply Chain for Healthcare.
• Advocacy & Engagement: Foster ongoing two-way communication, keep customers updated on process/procedural changes, and cultivate strong references for sales prospects.

Basic Qualifications

• Minimum of 5+ years' experience managing Large Enterprise Client Relationships within the Healthcare Industry is required for extensive working in the health care industry .
• 5+ plus years experience in a Customer Success, Sales or software Consulting
• 5+ plus years working with SaaS applications ideally experience working with Workday, Oracle, SAP, PeopleSoft or similar applications.

Other Qualifications

• Functional domain expertise with Financials and Supply Chain for Healthcare is preferred
• Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
• Proven ability to build strong executive-level customer relationships while collaborating cross-functionally with internal teams, such as Professional Services and Product Management.
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars / Excellent organization, time management, and communication skills
• Bachelor degree or equivalent work experience; Business or technical degree preferred
• Working knowledge with at least one of the following business areas: Human Resources, Benefits, Payroll, General Ledger, Accounts Payable/Receivable, Procurement, Inventory
• Ability to travel up to 30%

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. Recruiters can share more detail during the hiring process. 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.MA.Boston.

Primary Location Base Pay Range: $119,500 USD - $179,300 USD.

Additional US Location(s) Base Pay Range: $108,200 USD - $192,200 USD.

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.

Pursuant to applicable Fair Chance law, 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.

At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email [e-mail].

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!