Sr Customer Success Manager

Workday; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

Workday, a Fortune 500 leader in enterprise SaaS for managing people and money, is seeking a Customer Success Manager for healthcare clients. You will manage large enterprise relationships, promote adoption of the Workday solution, and collaborate with Product Management to align roadmap with customer needs.

As a Customer Success Manager, you will monitor health metrics, develop success plans, oversee SaaS implementations, and act as a trusted advisor to executive stakeholders.

Qualifications

• Minimum 5+ years' experience managing Large Enterprise Client Relationships within the Healthcare Industry is required.
• 5+ years experience in a Customer Success, Sales or software Consulting.
• 5+ years working with SaaS applications; experience with Workday, Oracle, SAP, PeopleSoft or similar.
• 1+ year of experience working with AI GTM consumption.
• Functional domain expertise with Financials and Supply Chain for Healthcare is preferred.

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

Skills

Enterprise relationships

Customer success

SaaS

Healthcare industry

AI GTM

Workday experience

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 and 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

About You

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.
• 1 + year of experience working with AI GTM consumption

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 a