Client Success Strategist

2 weeks ago

Santa Clara, California, United States Workday Full time
Your workdays are brighter here.

At Workday, our journey began with a simple conversation over breakfast.

When our founders gathered at a sunny diner in California, they envisioned a transformative approach to the enterprise software landscape.

As we grew, our culture became a defining characteristic, driven by our commitment to prioritize our people. The happiness, growth, and contributions of every Workmate are at the heart of our mission. Our Workmates believe that a thriving, employee-centric, and collaborative culture is essential for business success. This is why we prioritize the well-being of our people, communities, and the environment while maintaining profitability.

Feel empowered to shine in your unique way:
You are encouraged to express your true self. The energy and passion here are palpable, making us truly distinctive.

If you are inspired to create a brighter workday for everyone and help us evolve during this exciting growth phase, bring your best self and enjoy a fulfilling workday with us.

About The Team


Experience the Workday difference. It’s invigorating to be part of a company where individuals genuinely believe in their mission.

At Workday, we are dedicated to infusing passion and customer focus into the realm of enterprise applications. We work diligently and take our responsibilities seriously, but we also know how to enjoy ourselves.

In fact, we operate our company with this principle at the forefront:
One of our core values is fun.

About The Role


The Customer Success Manager (CSM) is pivotal to the success and execution of the Business Planning Unit at Workday.

As a CSM, your role is to maximize the value derived from our products and services by quantifying benefits, driving adoption, sharing best practices, addressing business inquiries, identifying opportunities, and establishing strategic goals and objectives.


Key Responsibilities:
- Oversee the customer relationship comprehensively.

- Serve as a liaison between product management and the customer, focusing on communicating the Workday roadmap and its implications for customer activities.

- Develop success plans for customers that outline critical success factors, success metrics, potential challenges, and recommendations.
- Prioritize and drive resolution of customer concerns.
- Foster opportunities for two-way communication.

- Monitor and facilitate the customer's adoption of our solution features and functionalities while providing Workday with insights into their overall business needs related to our products.

- Enhance customer relationships as necessary for prospect references.
- Keep customers informed of process and procedural changes.
- Ensure clients leverage Workday best practices.
- Skilled in cultivating positive relationships with customers, particularly at the executive level.

Expected Outcomes within 12-24 Months:
- A deeper understanding of Workday products and services.
- Self-sufficient management of approximately 20-25 Large Enterprise customers in the United States.

- Documented account plans for each customer, including product adoption strategies and identification of up-sell opportunities.

- Timely execution of standard customer meetings and reviews for your assigned accounts.

About You

Basic Qualifications:
- 3+ years of functional HCM or Financial domain experience.
- 3+ years of proven experience in supporting customer relationships.
- 3+ years of experience in a customer-facing professional services role (consulting, implementation, project, or account management).

Other Qualifications:

Financial Background:
- Experience working with the office of the CFO (Controller, VP of Finance, etc.) preferred.
- Previous experience with issue resolution and escalation management at both the business owner and executive levels.
- Previous SaaS experience is preferred.
- Proven track record of collaboration and building strong relationships with customers.
- Proven ability to engage across corporate functions (Professional Services and Product Management).
- Excellent verbal and written communication skills, including the ability to lead meetings with executive leadership and host webinars.
- Bachelor's degree or equivalent work experience; Business or Technical degree preferred.
- Excellent organization, time management, and communication skills.
- Ability to travel up to 50%.

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 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.

Our Approach to Flexible Work

With Flex Work, we combine the best of both worlds: in-person time and remote work. Our approach enables our teams to deepen connections, maintain a strong 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 each week, we encourage spending 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 allows you the freedom to create a flexible schedule that meets your business, team, and personal needs while being intentional about maximizing time spent together.

Those in our remote 'home office' roles also have the opportunity to come together in our offices for significant 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.

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