Customer Success Manager, Workday
Adaptive Planning
$107-160.4k
Enterprise AI platform for managing HR and finance
Be an early applicant
Enterprise AI platform for managing HR and finance
1001+ employees
Be an early applicant
$107-160.4k
1001+ employees
Company mission
To leverage the power of AI to elevate humans and supercharge work, moving business forever forward.
Role
Who you are
- 3+ years of experience as a CSM supporting a SaaS solution
- 2 + years of experience with change management practices, change communications and process re-engineering
- 2 + years of experience using a CRM such as Salesforce and a customer success tool like Gainsight
- 2 + years Proven account management/strategic planning experience
- 3 + years of Proven ability to collaborate and build strong relationships with customers especially at the Executive level and engage across corporate functions (ie. Sales, Managing Partners, Marketing, Customer Support, Professional Services, and Product Management)
- Bachelor’s degree or equivalent work experience
- Executive Presence & High-Level Communication: Demonstrated executive presence and excellent verbal/written communication skills used to chair meetings, host webinars, and establish "Trusted Advisor" relationships with Executive Sponsors
- Influencing Skills & Revenue Management: Proven track record of overachieving goals and sales targets by leveraging influencing skills to manage renewals end-to-end, negotiate contracts, and identify upsell opportunities
- Critical Thinking & Pricing Strategy: Applied critical thinking to pricing principles and SaaS sales practices to ensure the solution value exceeds customer expectations while maintaining revenue streams
- Managing Ambiguity in Complex Environments: Experience managing ambiguity within the EPM/CPM or financial ERP space, particularly when navigating organizational changes or developing success plans for enterprise accounts
- Strategic Customer Interactions: Expert at facilitating multifaceted customer interactions, acting as a strategic liaison between product management and the customer to drive adoption and communicate innovation roadmaps
What the job involves
- Customer Success is a key role to ensure Workday’s customers achieve value from our solutions
- In this role, you will be a key player that supports our customers on their Workday Adaptive Planning journey
- You are an advisor and facilitator to our customers, partnering not only with your team but with Sales & Services to help customers achieve maximum value from Workday
- You will be responsible for working with a number of customers, supporting them through regular checkpoints to drive value, adoption and retention
- You will help identify new growth opportunities for success at every point on our customers' journey
- You will be a part of the Workday’s Planning Business unit CSM team, working closely across Sales, Services, and Product teams to drive a top notch Planning experience for customers
- The Customer Success Manager (CSM) plays a critical role in the success and execution of Workday Adaptive Planning
- As a CSM, you will ensure the maximum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives
- Ultimately, your goal as a CSM is to ensure that the value derived from the solution far exceeds customer’s expectations; as such, the role requires a combination of customer management experience and pricing expertise
- Additionally, this role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer
- Establishing a trusted advisor relationship across the customers organization, from Executive Sponsors to Day to Day contacts, that works to ensure customer’s are getting value from our products and services
- Monitoring and facilitating the customer’s adoption of our solution features and their overall business needs as they relate to our products
- Stay on top of any major changes within their customer’s organization to be able to effectively help manage the change and develop the relationships as necessary
- Developing success plans/customer journey for customers that outline their critical success factors, metrics for success, potential issues, track progress and provide recommendations
- Acting as a liaison between product management and the customer with a focus on communicating the Workday innovation roadmap and how the roadmap will influence customer activities
- Leveraging customer relationships as needed for prospect references and driving customers to Workday Adaptive Planning events
- Maintain revenue stream from each customer’s subscription by creating and demonstrating top & bottom-line value for each customer
- Managing renewals from end-to-end, including negotiating contracts. Identifying upsell/add-on opportunities and collaborating with Account Executives
- Expected results within 6-12 months:
- After receiving initial training/onboarding we expect you to have gained and maintain a deeper knowledge of Workday products and services across each product work stream
- Self-sufficient management of 50-60 enterprise accounts totaling 5M+ in ARR
- Actively ensure there is a roadmap in place for each of your accounts
- Timely execution of standard customer meetings and reviews for your defined accounts
- Achieve/exceed annual customer satisfaction targets and other defined Key Performance Indicators (KPIs)
- Partnering with Renewals Management to manage all aspects of the renewal cycle, executing renewals in a timely fashion and maintaining renewal rate targets
Our take
Workday is a cloud-based software vendor that provides management of workforces and finances. The company uses a single database for workforce management and financial management to offer integration and optimize business intelligence across companies. It has added to the packages and tools it offers over the years, providing analytic options that allow companies to combine third-party data with information collected by Workday.
The company has also grown through acquisitions and partnerships to broaden its capabilities.. Most recently, in 2025 it purchases Sana, an AI-driven enterprise knowledge and learning platform, to create a "new front door for work". This acquisition allows Workday to integrate Sana's AI-powered search, agents, and learning capabilities with its own data and workflows, allowing employees to access information, automate tasks, and complete their day entirely within Workday.
Through a combination of strategic acquisitions and in-house development, WOrkday has built a comprehensive suite of HR, financial, and enterprise tools. By focusing on innovation and AI-driven workflows, the company continues to push productivity and decision-making for organizations worldwide. Building on this track record, Workday is very much positioned for even more growth, reinforcing its status as a leader in shaping the future of work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2011
$85m
SERIES F
Apr 2009
$75m
SERIES E
Total funding: $215.3m
Company HQ
Pleasanton, CA
Leadership
Aneel Bhusri
(Co-Founder & Executive Chair)Annel began his career at Morgan Stanley as a Corporate Finance Analyst. He then spent nearly 6 years at PeopleSoft as a Senior VP before co-founding Workday in 2005, where he has served as the CEO ever since.
Carl Eschenbach
(CEO)Carl joined Workday in 2022 as Co-CEO, becoming CEO in 2024. He has also been a Partner at Sequoia Capital since 2016. Previously, he spent 14 years at VMware as President and COO and 3 years at Inktomi Corporation as the VP of North America Sales.
Peter Bailis
(CTO)Prior to joining Workday in 2025, People was a VP of Engineering at Google. He also previously founded Sisu Data, where he served as the CEO for over 5 years.
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