About the Team 680 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 RoleHigher education institutions are navigating a historic period of transformation, where modern enterprise platforms serve as the operational heartbeat of the student experience and administrative excellence. In Customer Success, we don't just manage accounts-we empower university leaders to unlock the full strategic value of their technology ecosystem. As a Senior Customer Success Manager, you will serve as a trusted guide to public, private, research, and multi-institution systems across North America. You will bridge executive strategy with product innovation across HCM, Financials, and Student solutions, turning complex operational challenges into clear success paths that fuel campus agility, student success, and long-term institutional growth.
We are looking for people who have a combination of domain expertise, customer management and Higher Education industry experience.
Responsibilities:- Portfolio retention and expansion:Secure full renewal performance across a dedicated portfolio of 20-25 higher education institutions while partnering with account teams to identify net-new expansion paths across HCM, Financials, and Student.
- Strategic advocacy:Act as the strategic liaison between university leaders and product management, turning customer roadmap priorities into clear product feedback and cultivating active enterprise champions.
- Escalation & Issue Resolution: Work directly with client PMs and executive leadership to prioritize, oversee, and resolve critical issues impacting satisfaction.
- Value velocity and adoption:Establish customized success paths within your first 90 days, accelerating platform adoption and ensuring executive decision-makers achieve early, quantifiable wins.
- Human-AI collaborative workflows: Integrate AI resources and digital self-serve tools into portfolio management workflows, using predictive adoption data to deliver proactive, personalized customer success journeys.
- Domain expertise:Deep knowledge of higher education structures, governance models, and enterprise business processes across HCM, Financials, or Student.
- Brings an inclusive, collaborative perspective that enriches team dynamics, fosters trust, and strengthens cross-functional alignment with Sales, Services, and Product teams.
About YouBasic Qualifications- 5+ years of experience in enterprise Customer Success, consulting, or account management within the Higher Education industry (public, private, research, or system-level settings).
- 5 + years of Functional domain experience and familiarity with HCM, Financials, or Student software platforms.
- 1 + years of demonstrated experience and ability to monitor customer telemetry data, accelerate feature usage, and manage consumption-based software platforms to secure full renewal performance and unlock expansion growth.
Other Qualifications- Customer facing services role experience (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
- Ability to travel up to 30%
Workday Pay Transparency StatementThe annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday's comprehensive benefits, please click here.
Primary Location: USA.PA.Home Office
Primary Location Base Pay Range: $113,800 USD - $170,800 USD
Additional US Location(s) Base Pay Range: $108,200 USD - $192,200 USD
Our Approach to Flexible WorkWith 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.
