Lead Customer Success Strategist

1 week ago

Austin, Texas, United States Workday Full time
Your work days are brighter here.

At Workday, our journey began with a conversation that sparked an idea to transform the enterprise software landscape. Our culture, rooted in the principle of prioritizing our people, has been a cornerstone of our success. We believe that a thriving, employee-centric, and collaborative environment is essential for achieving business excellence. This commitment extends to our people, communities, and the planet, all while maintaining profitability.

Embrace your individuality:
Here, you can express your true self. The energy and passion of our Workmates are what set us apart.

Are you inspired to enhance the work experience for everyone and join us on our growth journey? Bring your authentic self and enjoy a fulfilling work day with us.

About The Team

Join our team and discover the Workday experience.


As a Customer Success Manager at Workday, you will be instrumental in helping our clients maximize the value of their Workday investments through thorough adoption and value-driven engagements.

We are dedicated to providing outstanding experiences that support our clients throughout their business journey. Through regular evaluations, we celebrate achievements and identify new opportunities for success.

Our team is composed of individuals with diverse backgrounds and experiences, united by our mission to empower our clients to thrive. We operate globally across North America, EMEA, and APAC.

About The Role


The Global Customer Success (GCS) team is committed to engaging every client, ensuring they gain significant value throughout their Workday journey.

Our emphasis on client growth and innovation drives us to improve product adoption, enhance client outcomes, and secure renewals in close partnership with our account teams.

We tailor our approach to meet each client's unique needs, meeting them where they are.

Our dedication to fostering an inclusive, collaborative, and empowered environment for our Workmates enables us to innovate and consistently deliver exceptional customer success.

Responsibilities:
- Focus on high-touch, personalized experiences for Workday's most strategic accounts, managing complex engagements and providing proactive, ongoing adoption and value-driven interactions at critical moments in our clients' journeys.
- Serve as a strategic partner, offering insights into client objectives and driving product adoption by aligning Workday's features with their overall business goals.
- Understand and identify Workday services and offerings that meet client objectives, leading to upsell opportunities.
- Address a diverse range of situations where data analysis is necessary to prioritize and drive resolution.
- Act as a liaison between product management and the client, focusing on communicating the Workday Roadmap and its impact on client activities.
- Collaborate cross-functionally with account team members to create a seamless and optimal client experience.
- Cultivate customer champions and advocates.

Expected results within 3-6 months:
- Develop a proficient understanding of Workday products, services, and offerings.
- Manage a portfolio of 25 clients independently.
- Create detailed and prioritized account plans, including product adoption strategies and identifying upsell opportunities.
- Establish and maintain relationships with key executives and decision-makers.
- Execute customer success engagements in a timely manner.

About You

Basic Qualifications:
- 5-10 years of experience in a customer-facing services role (customer success, consulting, or account management) that includes customer growth, adoption, and issue resolution at both the business owner and senior leadership levels.
- Experience managing clients in a complex software or SaaS environment.
- Proven ability to build positive relationships and collaborate across multiple company functions (Sales, Services, and Product Management).

Other Qualifications:
- Functional domain expertise in Financials (in addition to HCM/Payroll) is preferred.
- A consistent track record of building positive relationships with clients, including at the executive level.
- Excellent verbal and written communication skills, with the ability to lead meetings with executive leadership.
- Bachelor’s degree or equivalent work experience; a Business or Technical degree is preferred.
- Willingness to travel up to 30%.

Critical skills essential to the role: Conflict resolution, critical thinking, data analysis, executive presence, influencing, active discovery, managing ambiguity, negotiation, problem-solving, product acumen, stakeholder management.

Workday is proud to be an equal opportunity workplace. We will consider qualified applicants with arrest and conviction records.

Workday is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans during our application process.

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