Principal Customer Success Manager, Workday
$112.5-206.4k
Office located in Pleasanton, CA; Irvine, CA
Enterprise AI platform for managing HR and finance
Job no longer available
Enterprise AI platform for managing HR and finance
1001+ employees
Job no longer available
$112.5-206.4k
Office located in Pleasanton, CA; Irvine, CA
1001+ employees
Company mission
To leverage the power of AI to elevate humans and supercharge work, moving business forever forward.
Role
Who you are
- 4+ years functional domain expertise in Financial and/or HCM ERP Software is vital
- 5+ years ERP customer account management providing post implementation customer support ensuring system adoption and effectiveness
- Advanced written, verbal and presentation skills when communicating with decision makers at all levels for complex concepts and solutions
- Able to influence customer outcomes by engaging SMEs to help apply Workday services and solutions which span 2 or more domains (CHRO, CFO, CIO)
- Advanced critical thinking, with proficient problem solving, negotiating and discovery skills
- Ability to act as a mentor to new CSMs
- Collaborate and provide input to internal initiatives across 3 or more business functions internally and externally
- Highly organized and able to prioritize day to day activities with no supervision
- Advanced discovery that leads to identification of adoption & cross selling opportunities
- Leading internal and external team members focused on customer satisfaction and retention
- Experience in driving customer adoption, usage, and value realization
- Strong ability to create account plans that are tailored to a customer's unique goals and situation
- Skilled at building positive relationships with customers, especially at the Executive level
- Eager to collaborate with internal teams to deliver customer satisfaction (i.e., Sales, Support, Customer Enablement, Professional Services, and Product Management)
- Excellent verbal and written communication skills, including the ability to chair meetings and host webinars
- Travel up to 25% to visit customers
- Bachelor's degree preferred
What the job involves
- The Principal Customer Success Manager (CSM) on the High Touch team plays a critical role in creating a differentiated experience for Workday Success Plans customers
- Using Data Insights and Tools: You use existing tools and data analytics to gain insights into customer behavior, usage patterns, and performance metrics. By bringing to bear these insights, you can make data-driven decisions, optimize customer success strategies, and improve efficiency and effectiveness in handling customer relationships and driving adoption
- Creating Adoption Plans: You collaborate with cross-functional teams, such as sales, marketing, and product development, to develop adoption plans that drive customer engagement and ensure successful renewals. These plans outline specific actions and achievements to support customers in actively adopting and improving the benefits of the company's products or services
- Monitoring customer health and adoption: You actively supervise and analyze customer health data to gain insights into their overall satisfaction, engagement, and potential risks. By tracking key performance indicators (important metrics) and early warning signals, you can proactively identify areas of improvement or potential issues and take appropriate actions to address them promptly
- Customer Value: You proactively find opportunities to contribute to customers' experience with the company's products or services. This involves understanding customer needs, challenges, and goals to recommend additional features, services, or solutions that can enhance their overall satisfaction and success
- Teamwork and Liaison: You are a liaison between customers and various internal teams such as technical support, product development, sales, and field service. By fostering collaboration and effective communication, you initiate customer feedback, requirements, and opportunities for improvement that are shared across departments
- Process Development: You design and optimize the Customer Success engagement model/delivery processes to ensure smooth and consistent service to customers. This involves defining standard operating procedures, and workflows that creates efficiencies with customer issue resolution, escalation procedures, and overall product adoption
- Customer concern Procedures: You establish clear escalation procedures to address complex customer issues that require specialized attention. These procedures ensure that customer concerns are raised appropriately and resolved in a timely manner, minimizing customer dissatisfaction, and improving customer success
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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