Customer Success Manager, Federal Government - Remote Eligible

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

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 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. Serving together as a team of experts, you will help identify new growth opportunities for success at every point on our customers' journey. You will be responsible for working with a number of Federal Government customers, supporting them through regular checkpoints leveraging our standard engagement model to drive value, adoption and retention. You will be a part of a phenomenal Customer Experience organization having control of your own schedule and customer interactions.

About the Role

The Customer Success Manager (CSM) plays a critical role in the success and execution of our Workday Federal Government customers to help them realize the full potential of their investment. As a CSM, you will advocate on behalf of Workday these customers and take a team-based approach in helping them to succeed. You will work directly with customers to improve their overall user experience, working one-on-one with customers who request a more personalized dialogue beyond the already established one-to-many communication channels. 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 to support our customers' growth.

About You

Basic Qualifications: Customer Success Manager (P3)

• 3+ years' experience in a Customer Success or Account Management role in a Cloud SaaS/ ERP technology environment
• 3+ years' experience with a CRM system such as Salesforce & Gainsight (or similar) to summarize customer interaction.
• Experience (3+ years) in having supported the Federal and/or State & Local Government (or similar) customer base.

Basic Qualifications: Sr Associate Customer Success Manager (P2)

• 1+ years' experience in a Customer Success or Account Management role in a Cloud SaaS/ ERP technology environment
• 1+ years' experience with a CRM system such as Salesforce & Gainsight (or similar) to summarize customer interaction.
• Experience (1+ years) in having supported the Federal and/or State & Local Government (or similar) customer base.

Other Qualifications:

• Excellent organization, time management, and communication skills.
• Proven track record to collaborate and build strong relationships with customers.
• Proven ability to engage across corporate functions (Sales, Professional Services and Product Management).
• Exemplary verbal and written communication skills, including the ability to chair meetings with customer & leadership.
• Previous experience with issue resolution and escalation management at both the business owner and executive levels.
• Excellent customer interaction skills, with a focus on effective communication, problem-solving, and relationship building to enhance customer satisfaction, retention, and drive sales.
• Comprehensive product knowledge, including a thorough understanding of product features, benefits, applications, and market positioning.
• Strong influencing skills, including persuasive communication and the ability to drive consensus and effectively collaborate with stakeholders.
• Demonstrated negotiation skills, with the ability to effectively communicate, find common ground, and reach mutually beneficial agreements in various situations.
• Bachelor's degree or equivalent work experience.
• Ability to travel up to 25%.

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.