Customer Success Manager

$88,300 - $132,500/Yr

Workday - Austin, TX

Full-time - Mid Level

Austin, TX

Publishing Industries

About the position

The Customer Success Manager (CSM) at Workday plays a pivotal role in ensuring that customers derive maximum value from their investment in Workday solutions. This position is designed for individuals who are passionate about customer relationships and are committed to helping clients succeed. As a CSM, you will act as an advisor and facilitator, working closely with customers to enhance their overall user experience. You will engage with customers on a one-on-one basis, providing personalized support that goes beyond standard communication channels. Your primary goal will be to advocate for the customer, ensuring they realize the full potential of Workday's offerings. In this role, you will be responsible for managing a portfolio of customers, conducting regular checkpoints to assess their progress and satisfaction. You will leverage Workday's standard engagement model to drive value, adoption, and retention. By quantifying the value of Workday's products and services, you will help customers identify growth opportunities and develop strategic goals that align with their business objectives. Your ability to collaborate with various corporate functions, including Sales, Professional Services, and Product Management, will be essential in delivering a seamless customer experience. The CSM position is not just about maintaining relationships; it is about fostering a culture of success and continuous improvement. You will be part of a dynamic Customer Experience organization, where you will have the autonomy to manage your schedule and customer interactions effectively. Your contributions will directly impact the success of Workday's customers and the overall growth of the company.

Responsibilities

• Advocate for Workday customers and ensure they derive maximum value from the solutions.
• Conduct regular checkpoints with customers to assess satisfaction and progress.
• Leverage Workday's standard engagement model to drive value, adoption, and retention.
• Quantify the value of Workday's products and services for customers.
• Identify growth opportunities and develop strategic goals for customer success.
• Collaborate with Sales, Professional Services, and Product Management to enhance customer experience.
• Provide personalized support to customers who require more in-depth engagement.

Requirements

• 3+ years of proven experience in a Customer Success role supporting customer relationships.
• Experience with CRM systems such as Salesforce and Gainsight or similar.
• Excellent organization, time management, and communication skills.
• Previous experience in SaaS is preferred.
• Proven track record of building strong relationships with customers.
• Ability to engage across corporate functions effectively.
• Excellent verbal and written communication skills, including meeting facilitation with customers and leadership.
• Experience with issue resolution and escalation management at both business owner and executive levels.
• Bachelor's degree or equivalent work experience; Business or Technical degree preferred.

Nice-to-haves

• Previous experience in a similar role within the enterprise software industry.
• Familiarity with customer engagement strategies and best practices.

Benefits

• Comprehensive benefits package including health insurance, dental insurance, and vision insurance.
• Flexible work schedule with a combination of remote and in-office work.
• Annual bonus plan and role-specific commission opportunities.
• Stock grants as part of the total compensation package.
• Support for professional development and continued education.