Principal Customer Success Manager

About Workday

Workday is a Fortune 500 leader in AI-powered solutions that manage workforce, finances, and agents, committed to fostering a culture built on integrity, empathy, and mutual enthusiasm. We empower our teams to focus on what truly matters by offering trusted tools, growth opportunities, and long-term support.

Customer Success Team Mission

The Customer Success (CS) team represents the customer's voice and plays a pivotal role in driving sustainable business growth. We aim to accelerate product adoption, deepen engagement by encouraging use of key functionalities, and champion retention and expansion by advocating for customer needs internally.

Role Overview

As a Customer Success Manager, you will serve as the bridge between Professional Services and Production Services, overseeing enterprise support activities for Workday solutions. Your goal will be to ensure outstanding service delivery, collaborate on sales and support initiatives, and enhance the overall customer experience.

Key Responsibilities

• Manage and coordinate all aspects of customer relationships.
• Serve as the intermediary between product management and customers, particularly around roadmap communication and impact.
• Create success plans highlighting critical factors, success metrics, potential challenges, and tailored recommendations.
• Prioritize and drive resolution of customer issues promptly.
• Facilitate open, two-way communication channels.
• Lead customers through adoption of new features and align Workday’s offerings with their business needs.
• Utilize established customer relationships for prospective references.
• Keep customers informed about procedural or process changes.

Candidate Profile and Qualifications

• Minimum 7 years experience in customer-facing roles such as consulting or account management, including issue resolution and escalation with business owners and executives.
• At least 1 year of project management experience specifically with Workday HCM, Payroll, or Financials.
• Preferred expertise in Financials alongside HCM/Payroll.
• Experience managing customers in State & Local Government sectors is advantageous.
• Background in complex software or SaaS environments with proven executive-level relationship building.
• Ability to collaborate across sales, services, and product teams.
• Prior experience in account management and adoption planning is desirable.
• Strong verbal/written communication skills, including executive meeting facilitation and webinar hosting.
• Excellent organizational, time management, and data analysis capabilities.
• Bachelor’s degree or equivalent experience, preferably in business or technical disciplines.
• Willingness to travel up to 30%.

Flexible Work Approach

Workday offers a flexible work model combining in-person and remote environments. Employees are expected to spend at least 50% of their time quarterly in offices or client locations, fostering strong connections while accommodating personalized schedules.

Inclusion and Accessibility

Workday is dedicated to an inclusive hiring process that accommodates diverse candidate needs. Assistance and accommodations can be requested at any hiring stage.

Important Notes

Beware of fraudulent sites impersonating Workday; official applications are only accepted via Workday Careers. No fees for recruitment or coaching services are ever required.