Sr Customer Success Manager - Remote Eligible

Customer Success Manager

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.

Customer Success is a key role to ensure Workday's customer happiness and success. The team are key players in the support of our customers on their Workday journey. They are advisors and facilitators to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. They are responsible for handling a number of customers, supporting them through regular checkpoints and developing meaningful relationships representing Workday's offering to our clients in cooperation with our Customer base team.

The Customer Success Manager (CSM) is Workday's bridge between our Professional Services and Production Services teams. As a CSM, you will advocate on behalf of Workday customers and take a team-based approach to helping customers succeed with Workday. You will work directly with customers to improve their overall user experience, working one-on-one with customers who request a more personalised dialogue beyond the already established one-to-many communication channels. You will be accountable for the overall customer wellbeing by supervising customer health, driving customer adoption, supporting the billable areas of the business, and acting as a partner concern point for customer issues. You will be a part of an excellent Services team, working across the META region, having control of your own schedule and customer interactions.

What you'll be doing:

• This role will support our customers who have deployed Workday HCM and Financial applications. For this reason we are particularly keen to speak with candidates with ERP and/or Financials experience.
• Building a trusted advisor relationship across the customer's organisation, from Executive Sponsors to day-to-day contacts, that work to ensure customers are getting value from our products and services.
• Being 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.
• Crafting success plans that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Working closely with Professional Services and Sales to identify new opportunities and facilitate transitions following initial or follow-on deployments.
• Supervising and facilitating the adoption of our solution features and their overall business needs as they relate to our products.
• Improving customer relationships as needed for prospect references.

About You

Basic Qualifications

• Proven experience and functional domain expertise with Financial Management or ERP.
• 6+ years of project management experience with Human Capital Management, Financial Management, Planning and/or Payroll application system implementation.

Other Qualifications

• Experience in a customer facing services role (consulting and/or account management) that includes issue resolution and customer concern management at both the business owner and executive levels.
• Experience working as a Customer Success Manager or similar client facing role for a SaaS company
• Consulting experience either as an internal consultant or with a consulting/software company desired.
• Proven track record of collaborating and building positive 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).
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars.
• Ability to travel up to 35%
• Proficiency in English essential and fluency in Arabic is strongly preferred

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records. Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.