Strategic Customer Success Manager - Growth & Adoption

Workday; Phoenix (AZ); Hybrid; USD 84,000 - 155,600; Full time

Job summary

Workday is seeking a Global Customer Success professional to manage high-impact accounts across the United States, driving adoption and value realization. You will partner with executives to align Workday capabilities with business objectives and collaborate with Sales, Services, and Product teams to ensure renewal and growth.

You will build detailed account plans, maintain executive relationships, and lead engagements that demonstrate tangible outcomes and customer advocacy.

Qualifications

• Minimum of 3-5 years in a customer-facing services role (customer success, consulting, or account management) that includes customer growth, adoption, and issue resolution at both business owner and senior leadership levels.
• Experience in customer management within a complex software or SaaS environment.
• Demonstrated ability to engage positive relationships and collaborate across multiple company functions (Sales, Services, and Product Management).

Responsibilities

• Focused on high-touch, curated experiences for Workday’s most strategic accounts working on engagements with medium to high complexity and providing proactive and ongoing adoption and value engagements at key moments of our customers' journey.
• Act as a strategic partner with insights into customers’ objectives and drive product adoption by aligning Workday's features with customers’ business needs.
• Understand and identify Workday services and offerings and how they help meet customers’ objectives, leading to upsell opportunities.
• Work on diverse situations where data analysis requires evaluation, prioritization, and resolution.
• Serve as a liaison between product management and the customer, focusing on communicating the Workday Roadmap and its influence on customer activities.
• Collaborate cross-functionally with account team members to create a seamless and optimal customer experience.
• Create customer champions and advocates.

Skills

Data analysis

Executive presence

Stakeholder management

Negotiation

Conflict resolution

Critical thinking

Active discovery

Managing ambiguity

Influencing

Product acumen

Education

Bachelor's degree or equivalent work experience

Job description

Workday is seeking a Global Customer Success professional to manage high-impact accounts across the United States, driving adoption and value realization. You will partner with executives to align Workday capabilities with business objectives and collaborate with Sales, Services, and Product teams to ensure renewal and growth.

You will build detailed account plans, maintain executive relationships, and lead engagements that demonstrate tangible outcomes and customer advocacy.