OneSource Virtual (OSV) has helped more than 1,000 Workday customers take their teams from transactional to transformational with innovative technology and services for HR, payroll, and finance. Founded in 2008, OSV is the leading exclusive provider of Business-Process-as-a-Service (BPaaS) solutions for Workday, delivering services with unparalleled choice, unwavering commitment, and uncompromising support. OneSource Virtual’s global headquarters is located in Dallas, Texas, with additional locations across North America and Europe. Find your company’s solution at www.onesourcevirtual.com.
Company Overview
Founded in 2008, OneSource Virtual (OSV) is a pioneer in Business Process as a Service (BPaaS) and Robotic Process as a Service (RPaaS), exclusively supporting Workday customers. OSV helps HR and Finance teams operate as strategic business partners through a full suite of managed services, including payroll administration, benefits, finance and accounting outsourcing, and application management.
Serving more than 1,000 organizations and over 35% of Workday’s customer base, OSV processes over $100 billion in transactions annually using our proprietary platforms, Atmosphere and TaxEx. Headquartered in Dallas, TX, we operate globally, driving innovation in how companies scale and optimize with Workday.
Our values-led culture fosters collaboration, continuous improvement, and customer-centric innovation. We’re proud to be a workplace where people thrive, ideas are welcomed, and performance is recognized.
Position Summary
The Principal - Customer Success Enablement will play a pivotal role in the next phase of our growth by enabling the Customer Success organization to drive strategic value for our customers, create consistency for those interactions, and ensure the CSM team is always enabled on the products and services we offer our customers. This individual will partner closely with Customer Success leadership, Product, Marketing, and other cross-functional teams to maximize product adoption and retention in our customer base.
This role will focus on equipping CSMs with the resources they need to ensure customer satisfaction and ultimately retention, driving internal efficiencies, influencing the usage of tools, including Salesforce, PlanHat, etc.
Key Responsibilities
Strategic Operations
- Design and maintain collateral that CSMs will use to drive strategic value for our customers, including Executive Business Reviews and recurring meetings.
- Lead initiatives to proactively identify customer churn/contraction risks, support CSMs with mitigation strategies, and operationalize escalation paths.
- Guide development of new policies and ideas
- Work on complex issues that require an in-depth evaluation of variable factors
- Exercise judgment in selecting methods, evaluating, and adapting complex techniques to achieve goals
- Work is reviewed upon completion
- Frequently advises others on complex matters
Process & Program Management
- Optimize account allocation, customer segmentation & territory planning, and capacity forecasting to support resource management and team growth.
- Ensure CS-related tooling and platforms (e.g., Salesforce, Planhat) are structured to drive scalability, ensuring data quality, user enablement, and continuous optimization.
Enablement & Internal Support
- Serve as a strategic partner to CS leadership and CSMs by evolving new hire onboarding, playbook development, renewal workflows, and ongoing internal training.
- Advocate for the CS team internally, identifying process gaps, redundancies, and automation opportunities to streamline CS operations.
Cross-Functional Collaboration
- Drive alignment across teams within the Customer Office and cross-functionally to support upsell and retention goals,
- Ensure that Customer Success initiatives and voice-of-customer insights are integrated into broader company strategies.
Qualifications
Required:
- Bachelor’s degree or equivalent experience
- 8+ years in Customer Success Management or Customer Success Enablement in a SaaS or technology-enabled services company
- Expertise in Salesforce (reports, dashboards) and Microsoft Office (Excel, Outlook, Word)
Preferred:
- Experience with customer success platforms (e.g., Planhat, Gainsight, Churn Zero, etc.)
- Project management skills
- Familiarity with Workday or the Workday ecosystem is a plus
Key Competencies
- Strategic thinker with a strong analytical mindset
- Highly collaborative, with excellent interpersonal and communication skills
- Comfortable managing multiple priorities in a fast-paced environment
- Process-oriented with a bias for continuous improvement
- Demonstrated ability to work independently with high accountability
Additional Information
This role does not currently have supervisory responsibilities.
This job description is intended to outline the general responsibilities and qualifications of the position. Duties may evolve with business needs.
#LI-REMOTE
You are encouraged to learn and share ideas when you join the OneSource Virtual team. We reward innovative thinking, fresh perspectives, creative collaboration, and hard work. As an organization experiencing routine strategic growth, we are always on the lookout for intelligent, talented, and forward-thinking professionals to join our team. OSV employees enjoy a values-based culture, upward mobility, and professional development with opportunities of all kinds.
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What We Do
OneSource Virtual (OSV) is the Workday partner that has helped more than 1,300 companies with everything from deployment to maintenance to payroll and more—all to make the day more doable. Founded in 2008, OSV pioneered Business Process as a Service (BPaaS) and has become the leading provider of automated solutions for organizations of all sizes using Workday, delivering services with unparalleled choices, unwavering commitment, and uncompromising care.
