Sr Manager, Customer Success

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

Join our team and experience Workday

Workday Customer Success ensures our customers achieve maximum value from Workday. We provide outstanding experiences across the customer lifecycle by focusing on customer outcomes and improving adoption of our products. Our team is comprised of a diverse mix of backgrounds and experiences working towards the goal of helping our customers succeed at scale.

About the Role

Workday Customer Success is looking for a devoted and inspirational people leader to guide our Scaled Customer Success team. This person will focus on leading, mentoring, and coaching a team of dedicated Scaled Customer Success Managers (CSMs) who support a large portfolio of customers across various industries. The Manager of Customer Success will ensure operational excellence by driving efficiency, reactive engagement strategies, and the adoption of low-touch resources. You will empower your team to leverage digital tools and self-service options to resolve issues quickly and effectively, ensuring a consistent and positive customer experience.

This position reports to a Customer Success leader in North America.

What you'll be doing

• Attracting, hiring, mentoring, and retaining highly skilled scaled customer success professionals

• Encouraging an environment of collaboration and continually focusing on improving skills in high-volume account management and triage

• Working cross-functionally to drive high gross and net revenue retention through scalable engagement models

• Prioritizing and driving resolution on customer escalations from a high-volume portfolio

• Contributing to programs and initiatives that increase the impact and scalability of our customer engagement model, including the use of AI and digital resources

• Overseeing the effective use of one-to-many communication channels and automation to drive product adoption

• Providing thought-leadership to the Workday Customer Success organization on scaled success strategies

Expected results within 1-3 months

• Proactive management of customer portfolio health and responsiveness within the region

• Timely execution of scaled customer engagements and deliverables

• Up-to-date adoption and engagement plans for the customer base, leveraging automated and light-touch interventions

• Achieve/exceed revenue retention, adoption, and customer advocacy targets across the scaled portfolio

About You

Basic Qualifications(Required)
- 7+ years as a manager of customer-focused teams, preferably in Customer Success

- 5+ Customer management experience in a complex software or SaaS environment

Other Qualifications
- Experience in a Customer Success role that includes issue resolution and escalation management at both the business owner and executive levels
- Proven leadership through accountability, continuous learning, and improvement
- Experience fostering the growth and development of others, providing timely, direct, and actionable feedback
- Ability to coach a team of workmates to be highly effective at customer relationship building and de-escalation
- Embody strong account leadership skills; comfortable and seasoned in managing customers and providing an exceptional customer experience
- Skilled at building positive relationships with customers, especially at the executive level
- Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership
- Demonstrated ability to engage across corporate functions (Sales, Services and Product Management)
- Ability to de-escalate critical customer concerns and manage commercial negotiations
- A successful track record of managing multiple priorities and initiatives concurrently, leveraging data as appropriate
- Bachelor's degree or equivalent work experience; Business or Technical degree preferred
- Ability to travel up to 35%

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.

At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email

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