Sr. Customer Success Manager

Workday; San Francisco (CA); Hybrid; CAD 179,000 - 268,000; Full time

Job summary

Workday is seeking a Senior Customer Success Manager in San Francisco to drive value for enterprise customers on the Workday Adaptive Planning journey. You will partner with Sales, Services, and Product to ensure successful outcomes across pre-sales and post-sales activities.

The role requires a customer-focused leader who can manage complex relationships, deliver tailored success plans, and guide adoption of our planning solutions. Travel up to 30% is expected.

Qualifications

• 10+ years in a customer facing services role (consulting or account management) with issue resolution and escalation at executive levels.
• 1+ years project management experience with Workday HCM, Payroll, or Financials.

Responsibilities

• Coordinate the customer relationship end-to-end across multiple stakeholders.
• Liaise between product management and customers to communicate the Workday roadmap and its impact.
• Develop customer success plans with defined success factors, metrics, and risk mitigation.
• Prioritize and resolve customer concerns and blockers to adoption and retention.
• Foster two-way communication and collaborate with Sales, Services and Product teams.

Skills

Customer management

Executive communication

Cross-functional collaboration

Project management

Education

Bachelor degree or equivalent

Tools

Workday HCM

Workday Payroll

Workday Financials

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

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 Planning Business unit CSM team, working closely across pre-sales, services & product to drive a top notch Planning experience for customers.

About the Role

Customer Success Management (CSM) is Workday’s liaison between our Professional Services and Production Services teams. We plan and oversee enterprise-level support and service activities for Workday products and services for a designated customer or group of customers. We ensure quality service and operational performance, collaborate with sales and support groups to demonstrate value of support offering to customers and identify opportunities for expanded support business. Our Customer Success Managers work directly with customers to improve their overall user experience with Workday.
Responsibilities:

• Handling overall responsibility for coordinating the customer relationship.
• Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities.
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Prioritizing and driving resolution on raised customer concerns.
• Promoting opportunities for two‑way communication.
• Supervising and facilitating the customer’s adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products.
• Using customer relationships as needed for prospect references.
• Keeping customers advised of process and procedural changes.

About You

Basic Qualifications

• 10+ years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
• 1+ years project management experience with Workday HCM, Payroll, or Financials.

Other Qualifications

• Customer management experience in a complex software or SaaS environment.
• Proven track record to collaborate and build strong relationships with customers especially at the executive level.
• Demonstrated ability to engage across corporate functions (Sales, Services and Product Management).
• Account management / adoption planning experience preferred.
• Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars.
• Excellent organization, time management, data analysis, and communication skills.
• Bachelor degree or equivalent work experience; Business or Technical degree preferred.
• 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.CA.San Francisco

Primary Location Base Pay Range: $128,200 USD - $192,200 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.

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.

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