SR Manager, Customer Success

Workday; McLean (VA); Hybrid; USD 149,000 - 225,000; Full time

Job summary

A leading AI platform company is seeking a Senior Manager, Customer Success to lead a team of Customer Success Managers. This role will focus on customer engagement, team development, and driving operational excellence. Ideal candidates will have extensive experience in services roles and expertise in Workday Adaptive Planning. This position offers a flexible work approach and opportunities for professional growth.

Qualifications

• 7+ years leading and developing customer-facing teams.
• 7+ years in a customer-focused services role managing escalations and relationships.
• Experience with Workday Adaptive Planning or similar software.

Responsibilities

• Build, coach, and develop a high-performing team of Customer Success Managers.
• Establish goals and metrics for customer outcomes and product adoption.
• Serve as an executive sponsor for key accounts.
• Partner across teams to align on customer goals and deliver value.

Skills

Leadership

Customer engagement

Communication

Strategic planning

Coaching

Tools

Workday Adaptive Planning

Job description

Overview

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

At Workday, we believe that great relationships are at the heart of every customer’s success. We’re looking for a passionate, strategic, and people-first Senior Manager, Customer Success to lead a team of exceptional Customer Success Managers (CSMs) who partner with customers to help them achieve measurable outcomes and lasting value with Workday, specifically Adaptive Planning.

As a key leader within our Customer Success organization, you’ll shape how we engage with our customers, drive operational excellence across your region, and empower your team to deliver proactive, high-impact experiences that inspire loyalty and advocacy.

About The Role

What You’ll Be Doing

• Lead and Inspire: Build, coach, and develop a high-performing team of CSMs who are passionate about helping customers thrive.
• Drive Results: Establish clear goals and success metrics that ensure exceptional customer outcomes, strong product adoption, and revenue retention.
• Champion the Customer: Serve as an executive sponsor for key accounts, ensuring customers feel heard, valued, and supported throughout their Workday journey.
• Foster Collaboration: Partner across Sales, Services, Product, and Support to align on customer goals and deliver a seamless, value-driven experience.
• Guide Strategy: Develop and execute customer success plans that improve satisfaction, engagement, and adoption across your portfolio.
• Operational Excellence: Oversee consistent delivery of customer programs, timely execution of deliverables, and proactive management of renewals and escalations.
• Elevate the Experience: Identify opportunities to enhance the customer journey, streamline internal processes, and scale best practices across the organization.
• Be a Thought Leader: Contribute to the evolution of Workday’s customer success strategy and share insights that strengthen our global community of practice.

About You

Basic Qualifications

• 7+ years leading and developing customer-facing teams.
• 7+ years in a customer-focused services role (Customer Success, Consulting, or Account Management) managing escalations and executive-level relationships.
• Experience with Workday Adaptive Planning or similar planning software.

Other Qualifications

• A confident, empathetic leader who inspires trust and accountability.
• Strong coaching skills and a track record of developing future leaders.
• Skilled in managing complex, high-value customer relationships.
• Excellent communicator and facilitator with strong executive presence.
• Proven success driving operational rigor, customer adoption, and business outcomes.
• Adept at navigating ambiguity, prioritizing competing demands, and influencing across teams.
• Comfortable leading through change and scaling best practices in a fast-paced environment.
• Ability to travel up to 35%.

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.Pleasanton

Primary Location Base Pay Range: $149,400 USD - $224,100 USD

Additional US Location(s) Base Pay Range: $133,400 USD - $249,400 USD

Additional Considerations:

If performed in Colorado, the pay range for this job is $140,400 - $221,600 USD based on min and max pay range for that role if performed in CO.

The application deadline for this role is the same as the posting end date stated as below: 10/25/2025

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.

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