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Senior Manager, Customer Success

3 months ago

New York, United States Workday Full time
Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That's why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don't need to hide who you are. You can feel the energy and the passion, it's what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

About the Team
Workday Customer Success ensures our customers achieve maximum value from Workday. We provide outstanding experience across the customer lifecycle by focusing on customer outcomes and improving adoption of our products. Our team is comprised of a diverse mix of backgrounds and experiences working towards the goal of helping our customers succeed. We are a global organization with teams located across the United States, EMEA and APAC.

About the Role

Workday Customer Success is looking for a devoted and inspirational people leader. This person will focus on leading, mentoring and coaching a team of dedicated Customer Success Managers (CSMs) who support customers across various industries. Senior Manager of Customer Success will ensure operational excellence across the team of CSMs through the consistent delivery of outstanding customer experiences resulting in increased product adoption and customer value.

This position reports to the regional Director of Customer Success.

What you'll be doing
  • Attracting, hiring, mentoring, and retaining highly skilled customer success professionals
  • Encouraging an environment of collaboration and continually focusing on improving and developing skills
  • Working with sales organizations to drive high gross and net revenue retention on all subscription renewals
  • Positioning Customer Success service offerings with prospects and existing customers
  • Acting as executive support for critical customers and customer events
  • Collaborating with cross-functional teams to develop specific short and long-term account plans that both optimize product adoption and advocacy goals
  • Prioritizing and driving resolution to customer escalations
  • Contributing to programs and initiatives that increase the impact and scalability of our customer engagement model
  • Providing thought-leadership to the Workday Customer Success organization
Expected results within 3-6 months
  • Proactive management of customer wellness within the region
  • Timely execution of customer meetings and deliverables as determined by contract terms
  • Up-to-date adoption and engagement plans for all customers ahead of renewal planning (18 months prior to end date)
  • Achieve/exceed revenue retention, adoption, and customer advocacy targets
About You

Basic Qualifications
  • 7+ years as a people manager of Customer Success teams
  • Experience in a Customer Success role that includes issue resolution and escalation management at both the business owner and executive levels
  • 5+ Customer management experience in a complex software or SaaS environment.
Other Qualifications
  • Proven leadership through accountability, continuous learning, and improvement
  • Experience fostering the growth and development of others, providing timely, direct, and actionable feedback
  • Ability to coach a team of workmates to be highly effective at customer relationship building and de-escalation
  • Embody strong account leadership skills; comfortable and seasoned in managing customers and providing an exceptional customer experience
  • Skilled at building positive relationships with customers, especially at the executive level
  • Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership
  • Demonstrated ability to engage across corporate functions (Sales, Services and Product Management)
  • Ability to de-escalate critical customer concerns and manage commercial negotiations
  • A successful track record of managing multiple priorities and initiatives concurrently
  • Bachelor's degree or equivalent work experience; Business or Technical degree preferred
  • 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.NY.New York City

Primary Location Base Pay Range: $152,000 USD - $228,000 USD

Additional US Location(s) Base Pay Range: $125,900 USD - $228,000 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.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process