Sr Customer Success Manager

Workday is the leader in enterprise-class, software-as-a-service (SaaS) solutions for managing global businesses. Our rapidly growing software company is searching for a Customer Success Manager for our Healthcare customer base. Customer Success Management (CSM) is Workday’s bridge between our Professional Services and Production Services teams. Members of CSM advocate on behalf of Workday customers and take a team-based approach to keep customers connected to Workday. Our Customer Success Managers work directly with customers to enhance their overall user experience with Workday. The Customer Success Manager is responsible for overall customer wellbeing by monitoring customer health, producing customer programs, providing billable services, and acting as an escalation point for customer issues.

Responsibilities

Portfolio & Relationship Management: Manage customer relationships across a Healthcare portfolio, serving as a trusted advisor to ensure long-term satisfaction and executive alignment; Product Strategy & Adoption: Act as a liaison between customers and Product Management to communicate the Workday roadmap, drive feature adoption, and align functionality with overall business needs; Escalation & Issue Resolution: Work directly with client PMs and executive leadership to prioritize, oversee, and resolve critical issues impacting satisfaction; Customer Success Planning: Develop tailored success plans that define critical success factors, key metrics, potential risks, and strategic recommendations; SaaS Implementation Oversight: Provide guidance and oversight during SaaS implementations, ensuring clients leverage Workday’s methodology and industry best practices; Product Expertise: Demonstrate deep competency across the Workday product suite, including HCM, Payroll, Financials, and Supply Chain for Healthcare; Advocacy & Engagement: Foster ongoing two-way communication, keep customers updated on process/procedural changes, and cultivate strong references for sales prospects

Requirements

Minimum of 5+ years' experience managing Large Enterprise Client Relationships within the Healthcare Industry is required for extensive working in the health care industry; 5+ plus years experience in a Customer Success, Sales or software Consulting; 5+ plus years working with SaaS applications ideally experience working with Workday, Oracle, SAP, PeopleSoft or similar applications.

Nice to have

Functional domain expertise with Financials and Supply Chain for Healthcare is preferred; Customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels; Proven ability to build strong executive-level customer relationships while collaborating cross-functionally with internal teams, such as Professional Services and Product Management; Excellent verbal and written communication skills, including the ability to chair meetings or host webinars; Excellent organization, time management, and communication skills; Bachelor degree or equivalent work experience; Business or technical degree preferred; Working knowledge with at least one of the following business areas: Human Resources, Benefits, Payroll, General Ledger, Accounts Payable/Receivable, Procurement, Inventory; Ability to travel up to 30%

Benefits

Eligibility for Workday Bonus Plan or role-specific commission/bonus; annual refresh stock grants; comprehensive benefits package; flexible work arrangement (Flex Work)