Principal 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

🚀 The Customer Success Team: Driving Value and Growth
The Customer Success (CS) team is the voice of the customer and a critical driver of long-term business growth. We are passionate about ensuring our customers achieve maximum value from our product, turning successful adoption into lasting partnerships and powerful advocacy.
Our Core Mission:
Accelerate Adoption: Facilitate smooth onboarding and quick integration of our solution.
Deepen Engagement: Proactively work with users to ensure they are leveraging key features that solve their business challenges.
Champion Retention & Expansion: Build trust, identify opportunities for customers to grow with us, and serve as the main internal advocate for customer needs.

About the Role

Customer Success Management (CSM) is Workday’s liaison between our Professional Services and Production Services teams. We plan and oversee enterprise-level support and service activities for Workday products and services for a designated customer or group of customers. We ensure quality service and operational performance, collaborate with sales and support groups to demonstrate value of support offering to customers and identify opportunities for expanded support business. Our Customer Success Managers work directly with customers to improve their overall user experience with Workday.
Responsibilities:
- Handling overall responsibility for coordinating the customer relationship.
- Acting as a liaison between product management and the customer with a focus on communicating the Workday roadmap and how the roadmap will influence customer activities.
- Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
- Prioritizing and driving resolution on raised customer concerns.
- Promoting opportunities for two-way communication.
- Supervising and facilitating the customer's adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products.
- Using customer relationships as needed for prospect references.
- Keeping customers advised of process and procedural changes.

About You

Basic Qualifications
- 7+ years in a customer facing services role (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels.
- 1+ years project management experience with Workday HCM, Payroll, or Financials.
Other Qualifications
- Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred.
- Experience with State & Local Government customer base and projects
- Customer management experience in a complex software or SaaS environment.
- Proven track record to collaborate and build strong relationships with customers especially at the executive level.
- Demonstrated ability to engage across corporate functions (Sales, Services and Product Management).
- Account management / adoption planning experience preferred.
- Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership, host webinars.
- Excellent organization, time management, data analysis, and communication skills.
- Bachelor degree or equivalent work experience; Business or Technical degree preferred.
- Ability to travel up to 30%.

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 [email protected].

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