Sr 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.

About The Team

At Workday, Customer Success is the strategic heartbeat of our growth. We cultivate enduring partnerships by aligning our solutions with our customers’ ambitious business goals. Leading in AI innovation, we guide clients through their digital journey to unlock efficiency and drive measurable strategic impact.

Our Core Mission:

Accelerate Value Realization: Serve as a trusted advisor, navigating clients along their Workday path to guarantee demonstrable financial and operational returns.

Champion Strategic Growth: Build durable relationships by tailoring strategies to distinct company goals, mitigating risks, and advocating internally to enhance retention and expansion.

Drive Proactive Adoption: Provide actionable recommendations and industry-proven practices to help clients maximize their Workday ecosystem and foster ongoing innovation.

About The Role

As a pivotal member of the revenue organization, the Customer Success Manager (CSM) acts as the primary advocate for our customers, bridging internal teams to streamline success. In this role, you will ensure customers extract maximum value from their foundational Workday system, while serving as a guide on the front lines of their AI journey—meeting them where they are, assisting with evolving needs, and actively monitoring consumption to drive innovation and long-term ROI.

Because we are a skills-based organization, we look for candidates who can seamlessly manage ambiguity, drive complex solutions, and cultivate the deep, strategic relationships necessary to navigate this evolving landscape.

• Strategic Partnership: Partner with customers to align Workday solutions with their business objectives, driving measurable value and long-term success.
• Cross-Functional Collaboration: Orchestrate cross functional teams (Sales, Services, Product) to provide a cohesive experience across the customer lifecycle.
• Data-Driven Proactive Adoption & Innovation: Utilize insights to guide customers through their Workday journey, fostering feature adoption and ongoing innovation.
• Relationship Management & Executive Presence: Build deep, trust-based relationships with executive stakeholders, serving as their voice to advocate for their strategic needs.
• Complex Problem Solving & Escalation Management: Navigate complex challenges with critical thinking and resource coordination to restore alignment and satisfaction.

Basic Qualifications

• 5+ years of experience in Customer Success, Sales, or Software Consulting, with a proven track record of managing complex, large-scale enterprise customer relationships focused on long-term adoption and retention.
• 1+ year of experience with AI go-to-market strategies and consumption, or similar emerging technology adoption.

• Demonstrates ability to navigate ambiguity, drive strategic solutions, and cultivate deep, executive-level customer relationships.
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Excellent organization, time management, and communication skills
• Bachelor degree or equivalent work experience; Business or technical degree preferred
• Advanced product knowledge of enterprise software, with the ability to navigate complex customer dynamics and engage effectively with diverse personas including the oCHRO, oCFO, and oCIO.
• Ability to travel up to 30%

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.MA.Boston

Primary Location Base Pay Range: $119,500 USD - $179,300 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 [email protected], as far in advance as possible.

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