Customer Success Manager

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.

As a Customer Success Manager, you will be a hands‑on, strategic partner to a portfolio of customers using Workday’s emerging HCM solutions. You will own the post‑go‑live experience and be accountable for product adoption, customer health, value realization, and retention across your portfolio.

You will work directly with senior stakeholders to connect Workday insights and capabilities to their people and workforce strategies, shape their roadmap for each product you support, and guide change management that embeds these solutions into everyday leadership and workforce decisions. You will collaborate closely with Sales, Product, Support, and Services to ensure customers realize measurable value from their Workday investments.

In this role, you will be responsible for:

• Acting as a trusted advisor to key stakeholders and business leaders at your customers, connecting Workday’s emerging HCM capabilities and insights to their strategic priorities and talent/contingent workforce agenda.

• Developing and maintaining joint success plans that articulate goals, key metrics, and a roadmap for adoption, value realization, and program maturity across the products you support.

• Monitoring customer health, adoption, and renewal readiness across your portfolio, and coordinating action when risks are identified.

• Translating product data and analytics into clear narratives and recommendations for executives and operational leaders, including “so what” and “now what” guidance.

• Designing and facilitating key stakeholder meetings (e.g., Executive Business Reviews, steering committees) focused on adoption and business outcomes.

• Providing guidance on program strategy (e.g., listening strategy, survey design, question sets and cadences for Peakon; or operating models, workflows, and integrations for VNDLY) that align Workday solutions with customer culture, people strategy, and business goals.

• Enabling HRBPs, people leaders, and program owners to use Workday’s emerging HCM products effectively by delivering training and coaching on interpreting dashboards, prioritizing focus areas, and driving team‑ or program‑level action.

• Identifying opportunities to improve processes and engagement models that help deliver more consistent and scalable outcomes across your accounts, and contributing to playbooks and best practices for the CoE.

• Partnering cross‑functionally with Sales, Product, Support, and Services to align on customer strategies, support issue resolution, and ensure a seamless customer experience.

• Serving as the voice of the customer to internal teams by providing structured feedback on product experience, adoption friction points, and emerging needs across Peakon, VNDLY, and future offerings.

• Helping build customer advocacy by supporting case studies, references, and customer‑to‑customer sharing of success stories.

• 3-5+ years of experience in Customer Success, Consulting, HR/People Analytics, or related roles in B2B SaaS or enterprise software.

• Experience working with enterprise customers and engaging with business‑level and executive‑level contacts.

• Demonstrated ability to build strategic, outcomes‑focused relationships and influence senior stakeholders using data and insights.

• Experience with CS and CRM tools (e.g., Gainsight or Planhat, Salesforce or similar) to manage customer health, usage, and engagement activities.

• Experience analyzing customer, workforce, or people data like health scores, usage patterns, adoption metrics, and people or program outcomes to identify trends, inform recommendations, and guide priorities.

• Skilled at engaging with customers to understand their needs, address concerns, and deliver a positive experience that builds trust and satisfaction.

• Experience supporting issue resolution and escalation management, including coordinating with the appropriate teams and communicating effectively to reach resolution.

• Ability to communicate with confidence and clarity in both customer and internal settings, including contributing to meetings with senior leaders.

• Experience building and maintaining productive relationships with customers, internal partners, and cross‑functional teams.

• Comfortable operating in ambiguous or changing environments, with the ability to stay focused and adapt to shifting priorities.

• Strong facilitation and storytelling skills, with the ability to turn complex product insights into simple, compelling narratives and action plans for executives, HR, and business leaders.

• Passion for employee experience, workforce agility, and helping organizations build better workplaces and more effective contingent workforce programs.

• Strong AI literacy skills, including the ability to explain AI‑powered product capabilities and responsible use to non‑technical stakeholders and help customers embed AI into their people and workforce programs.

Listed below is the base salary range applicable to this position. Workday pay ranges (and the precise pay offered to the successful candidate) are based on a number of objective criteria such as relevant experience and skills, and educational qualifications, level of responsibility, demands of the role, work location and business need. 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 awarded by Workday Inc. For more information regarding Workday’s comprehensive benefits, please click here.

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