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Customer Success Senior Manager

2 months ago

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

At Workday, our journey began with a transformative conversation that sparked an idea to innovate the enterprise software landscape. Our culture, rooted in prioritizing our people, has been a cornerstone of our success. We believe that a thriving, employee-focused, and collaborative environment is essential for achieving business excellence. We are committed to supporting our employees, communities, and the environment while maintaining profitability. Here, you can express your true self and feel the vibrant energy that sets us apart. Are you ready to contribute to a brighter workday for everyone and help us evolve in our growth journey?

About the Team
Workday Customer Success is dedicated to ensuring our clients derive maximum value from our solutions. We deliver exceptional experiences throughout the customer lifecycle by emphasizing outcomes and enhancing product adoption. Our team comprises a diverse array of backgrounds and experiences, all focused on empowering our customers to thrive. We operate globally, with teams across various regions.

About the Role

We are seeking a passionate and motivational leader for our Customer Success team. This individual will lead, mentor, and coach a group of dedicated Customer Success Managers (CSMs) who assist clients across multiple sectors. The Senior Manager of Customer Success will drive operational excellence within the CSM team, ensuring the consistent delivery of exceptional customer experiences that lead to increased product adoption and value.

This position reports to the regional Director of Customer Success.

Key Responsibilities
  • Recruiting, mentoring, and retaining top-tier customer success professionals.
  • Fostering a collaborative environment focused on skill enhancement and development.
  • Partnering with sales teams to ensure high retention rates on subscription renewals.
  • Positioning Customer Success offerings with both prospective and existing clients.
  • Providing executive support for key customers and significant customer events.
  • Collaborating with cross-functional teams to create targeted account plans that optimize product adoption and advocacy.
  • Managing and resolving customer escalations effectively.
  • Contributing to initiatives that enhance the scalability and impact of our customer engagement model.
  • Offering thought leadership within the Workday Customer Success organization.
Expected Outcomes within 3-6 Months
  • Proactive management of customer health in the designated region.
  • Timely execution of customer meetings and deliverables as per contractual obligations.
  • Updated adoption and engagement strategies for all clients ahead of renewal planning.
  • Achieving or surpassing targets for revenue retention, product adoption, and customer advocacy.
About You

Basic Qualifications
  • 7+ years of experience managing Customer Success teams.
  • Background in a Customer Success role involving issue resolution and escalation management at both operational and executive levels.
  • 5+ years of customer management experience in a complex software or SaaS context.
Other Qualifications
  • Demonstrated leadership through accountability and a commitment to continuous improvement.
  • Experience in nurturing the growth and development of team members, providing timely and constructive feedback.
  • Ability to coach team members in effective customer relationship management and de-escalation techniques.
  • Strong account leadership skills; adept at managing customer relationships and delivering exceptional experiences.
  • Proficient in building positive relationships with clients, particularly at the executive level.
  • Excellent verbal and written communication skills, capable of leading discussions with executive leadership.
  • Proven ability to engage across various corporate functions (Sales, Services, and Product Management).
  • Skilled in de-escalating critical customer issues and managing negotiations.
  • A successful track record of managing multiple priorities and initiatives simultaneously.
  • Bachelor's degree or equivalent experience; a degree in Business or a Technical field is preferred.
  • Willingness to travel as needed.
Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are provided. Workday's pay ranges vary based on work location. This role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, along with annual stock grants. Compensation offers will be based on various factors including geography, experience, skills, job responsibilities, and business needs. For more information regarding Workday's comprehensive benefits, please refer to our benefits documentation.

Our Approach to Flexible Work

With Flex Work, we blend the advantages of in-person and remote work. This approach allows our teams to strengthen connections, foster community, and perform at their best. We recognize that flexibility can take many forms, so rather than mandating a specific number of in-office days, we simply require that employees spend at least half (50%) of their time each quarter in the office or in the field with customers, prospects, and partners, depending on their role. This enables you to create a flexible schedule that meets your business, team, and personal needs while maximizing the value of in-person interactions. Remote employees also have opportunities to gather in our offices for significant occasions.

Workday is an Equal Opportunity Employer, including individuals with disabilities and protected veterans.