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

About the Role

The Scaled Customer Success Manager engages a large portfolio of customers to ensure they derive value throughout their Workday journey. With a focus on efficiency and broad impact, this role primarily manages customer needs through reactive engagement and low-touch strategies. You will empower customers to utilize our Workday Community, digital capabilities, and AI resources to drive their own self-serve journeys. This role is pivotal in ensuring that a wide base of customers have the resources they need to resolve issues quickly and adopt product features effectively.

Responsibilities:

• Managing a high-volume portfolio of customers, serving as the primary point of contact for reactive inquiries and issue escalation.
• Directing customers to appropriate self-service resources, documentation, and the Workday Community to foster independence and efficient problem resolution.
• Leveraging digital tools and automated communications to drive product adoption and share updates on the Workday roadmap.
• Prioritizing and routing customer issues to the correct support or technical teams to ensure timely resolution.
• Monitoring customer health scores and usage data to identify at-risk accounts and trigger automated or light-touch interventions.
• Delivering proactive and ongoing customer success and adoption engagements at key moments of our customers' journey.

Expected results within 1-3 months:

• Proficient knowledge of Workday products and self-service ecosystem.
• Efficient management of a scaled portfolio (e.g., 50+ customers), maintaining high responsiveness to incoming requests.
• Demonstrated ability to effectively triage customer issues and guide them to self-help solutions.
• Implementation of scaled communication strategies to drive adoption and retention across the customer base.
• Timely execution of customer success and adoption engagements

About You

Basic Qualifications(Required)Customer Success Manager

• Minimum of 5 years in a customer-facing role (customer success, support, or account management) with experience managing a high volume of accounts
• Experience with CRM and customer success platforms to manage scaled communications and data

Basic Qualifications(Required) Sr Associate Customer Success Manager

• Minimum of 3 years in a customer-facing role (customer success, support, or account management) with experience managing a high volume of accounts
• Experience with CRM and customer success platforms to manage scaled communications and data

Other Qualifications

• Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred
• Strong triage and prioritization skills, with the ability to manage multiple reactive requests simultaneously
• Proven track record of maintaining customer satisfaction in a high-volume, fast-paced environment
• Excellent written and verbal communication skills, optimized for clarity and efficiency
• Ability to quickly learn and navigate complex product knowledge bases to direct customers effectively
• Experience with one-to-many communication channels (webinars, email automation)
• Bachelor degree or equivalent work experience

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.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!