Sr Customer Success Manager
workdayChicago (IL)
About the role
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 Role:
As a pivotal member of the revenue organization, the Customer Success Manager (CSM) acts as the primary advocate for our customers, bridging internal teams to streamline success. In this role, you will ensure customers extract maximum value from their foundational Workday system, while serving as a guide on the front lines of their AI journey—meeting them where they are, assisting with evolving needs, and actively monitoring consumption to drive innovation and long-term ROI.Because we are a skills-based organization, we look for candidates who can seamlessly manage ambiguity, drive complex solutions, and cultivate the deep, strategic relationships necessary to navigate this evolving landscape. Strategic Partnership: Partner with customers to align Workday solutions with their business objectives, driving measurable value and long-term success. Cross-Functional Collaboration: Orchestrate cross functional teams (Sales, Services, Product) to provide a cohesive experience across the customer lifecycle. Data-Driven Proactive Adoption & Innovation: Utilize insights to guide customers through their Workday journey, fostering feature adoption and ongoing innovation. Relationship Management & Executive Presence: Build deep, trust-based relationships with executive stakeholders, serving as their voice to advocate for their strategic needs. Complex Problem Solving & Escalation Management: Navigate complex challenges with critical thinking and resource coordination to restore alignment and satisfaction.
About You:
Basic Qualifications 5+ years of experience in Customer Success, Sales, or Software Consulting, with a proven track record of managing complex, large-scale enterprise customer relationships focused on long-term adoption and retention.1+ year of experience with AI go-to-market strategies and consumption, or similar emerging technology adoption.
Other Qualifications:
- Demonstrates ability to navigate ambiguity, drive strategic solutions, and cultivate deep, executive-level customer relationships.
- Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
- Excellent organization, time management, and communication skills
- Bachelor degree or equivalent work experience; Business or technical degree preferred
- Advanced product knowledge of enterprise software, with the ability to navigate complex customer dynamics and engage effectively with diverse personas including the oCHRO, oCFO, and oCIO.Ability to travel up to 30%
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