Sr Customer Success Manager

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

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.

We are looking for people who have a combination of domain expertise, customer management and Healthcare industry experience.

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

About You

Basic Qualifications

• Minimum of 8+ years' experience managing Large Enterprise Client Relationships within the Healthcare Industry is required for extensive working in the health care industry .
• 8+ 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.
• 1 + year of experience working with AI GTM consumption

Other Qualifications

• 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%

Workday Pay Transparency Statement

The 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 candidates 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 Workdays comprehensive benefits, please click here.

Primary Location: USA.MA.Boston

Primary Location Base Pay Range: $119,500 USD - $179,300 USD

Additional US Location(s) Base Pay Range: $108,200 USD - $192,200 USD

Our Approach to Flexible Work

With Flex Work, were 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 youll 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 4home office4 roles also have the opportunity to come together in our offices for important moments that matter.