Customer Success Manager

Your work days are brighter here.

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

The Emerging HCM Customer Success team is part of Workday’s Specialized Customer Success organization, focused on driving adoption, value realization, and retention for Workday’s emerging HCM products. You will partner with HR, Talent, Procurement/Contingent Workforce, and business leaders at our customers to help them build programs that turn data and insight into action, and realize measurable impact on engagement, workforce agility, and business performance.

What makes this team special is our collaborative, innovative culture. We operate in builder mode, designing new engagement models, testing what resonates, and scaling the approaches that deliver real customer impact. If you enjoy creating clarity from ambiguity and are energized by helping customers succeed with transformational, AI‑powered HCM products, this is the team for you.

• Justification Justification The Emerging HCM portfolio represents a critical growth engine for Workday. While Peakon is a mature product, these emerging solutions require a White Glove approach to establish market fit and long-term stickiness. To transition these products from a state of influx to sustainable, value-driven outcomes, we require the immediate addition of three (3) Customer Success Managers (CSMs).

These hires will serve as the execution engine for our standardized engagement models, directly securing renewal revenue, mitigating churn risk, and building a sustainable talent pipeline for Workday’s specialized customer success motions.

About the Role

As a Customer Success Manager, you will be a hands‑on, strategic partner to a portfolio of customers using Workday’s emerging HCM solutions. You will own the post‑go‑live experience and be accountable for product adoption, customer health, value realization, and retention across your portfolio. You will work directly with senior stakeholders to connect Workday insights and capabilities to their people and workforce strategies, shape their roadmap for each product you support, and guide change management that embeds these solutions into everyday leadership and workforce decisions. You will collaborate closely with Sales, Product, Support, and Services to ensure customers realize measurable value from their Workday investments. In this role, you will be responsible for:

• Acting as a trusted advisor to key stakeholders and business leaders at your customers, connecting Workday’s emerging HCM capabilities and insights to their strategic priorities and talent/contingent workforce agenda.

• Developing and maintaining joint success plans that articulate goals, key metrics, and a roadmap for adoption, value realization, and program maturity across the products you support.

• Monitoring customer health, adoption, and renewal readiness across your portfolio, and coordinating action when risks are identified.

• Translating product data and analytics into clear narratives and recommendations for executives and operational leaders, including “so what” and “now what” guidance.

• Designing and facilitating key stakeholder meetings (e.g., Executive Business Reviews, steering committees) focused on adoption and business outcomes.

• Providing guidance on program strategy (e.g., listening strategy, survey design, question sets and cadences for Peakon; or operating models, workflows, and integrations for VNDLY) that align Workday solutions with customer culture, people strategy, and business goals.

• Enabling HRBPs, people leaders, and program owners to use Workday’s emerging HCM products effectively by delivering training and coaching on interpreting dashboards, prioritizing focus areas, and driving team‑ or program‑level action.

• Identifying opportunities to improve processes and engagement models that help deliver more consistent and scalable outcomes across your accounts, and contributing to playbooks and best practices for the CoE.

• Partnering cross‑functionally with Sales, Product, Support, and Services to align on customer strategies, support issue resolution, and ensure a seamless customer experience.

• Serving as the voice of the customer to internal teams by providing structured feedback on product experience, adoption friction points, and emerging needs across Peakon, VNDLY, and future offerings.

• Helping build customer advocacy by supporting case studies, references, and customer‑to‑customer sharing of success stories.

About You

Basic Qualifications

• 3-5+ years of experience in Customer Success, Consulting, HR/People Analytics, or related roles in B2B SaaS or enterprise software.

• Experience working with enterprise customers and engaging with business‑level and executive‑level contacts.

• Demonstrated ability to build strategic, outcomes‑focused relationships and influence senior stakeholders using data and insights.

• Experience with CS and CRM tools (e.g., Gainsight or Planhat, Salesforce or similar) to manage customer health, usage, and engagement activities.

Other Qualifications

• Experience analyzing customer, workforce, or people data like health scores, usage patterns, adoption metrics, and people or program outcomes to identify trends, inform recommendations, and guide priorities.

• Skilled at engaging with customers to understand their needs, address concerns, and deliver a positive experience that builds trust and satisfaction.

• Experience supporting issue resolution and escalation management, including coordinating with the appropriate teams and communicating effectively to reach resolution.

• Ability to communicate with confidence and clarity in both customer and internal settings, including contributing to meetings with senior leaders.

• Experience building and maintaining productive relationships with customers, internal partners, and cross‑functional teams.

• Comfortable operating in ambiguous or changing environments, with the ability to stay focused and adapt to shifting priorities.

• Strong facilitation and storytelling skills, with the ability to turn complex product insights into simple, compelling narratives and action plans for executives, HR, and business leaders.

• Passion for employee experience, workforce agility, and helping organizations build better workplaces and more effective contingent workforce programs.

• Strong AI literacy skills, including the ability to explain AI‑powered product capabilities and responsible use to non‑technical stakeholders and help customers embed AI into their people and workforce programs.

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.

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 accommodations@workday.com, as far in advance as possible.

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