Customer Success Manager – Adaptive Planning

Job Description

Customer Success Manager | Workday

The Tone:
This is a full-time hybrid role at Workday, with primary location in Atlanta, Georgia, and additional US locations available for flexibility. Workday is a Fortune 500 company and a leading AI platform, creating solutions for managing people, money, and agents to shape the future of work. This role is crucial for ensuring Workday’s customers, especially those utilizing Workday Adaptive Planning, fully realize the value of their investment. You’ll act as a key advisor and facilitator, embodying Workday’s culture rooted in integrity, empathy, and shared enthusiasm to inspire brighter work days for everyone.

The TL;DR
• Role: Full Time
• Location: Hybrid – Atlanta, Georgia, USA
• Pay: $90300–$160400 yearly
• Team: Planning Business unit CSM team, collaborating across pre-sales, services & product.
• Mission: To ensure Workday Planning customers realize the full potential of their investment by driving value, adoption, and retention.
• Tech Stack: CRM system such as Salesforce & Gainsight (or similar)

What You’ll Actually Do
• Guidance: Guide customers through their Workday Adaptive Planning journey, providing advisory and facilitation support to ensure they achieve full value from Workday solutions.
• Collaboration: Partner with internal Sales & Services teams to help customers maximize their investment and achieve their strategic goals.
• Engagement: Conduct regular customer checkpoints to proactively drive value, adoption of solutions, and customer retention.
• Growth: Identify and facilitate new growth opportunities for customer success at every stage of their Workday journey.
• Advocacy: Act as a dedicated advocate for Workday customers, working to quantify the value, share best practices, answer business questions, and develop strategic objectives to support their growth and success.

The Must-Haves
• Background: This role requires a senior-level professional with 8+ years of dedicated experience in a Customer Success or Account Management role, preferably within a SaaS or broader technology environment, demonstrating a commitment to customer advocacy and value realization.
• Experience: Candidates must possess significant experience with CRM systems like Salesforce or Gainsight for managing customer interactions. A strong understanding of FP&A processes across diverse customer levels is essential, alongside a proven ability to build and maintain robust relationships with both customers and internal executive stakeholders. Experience with business transformation initiatives and a consistent record of establishing credibility as a trusted advisor are also key.
• Skills: Essential skills include excellent organization, time management, and critical thinking abilities. Superior verbal and written communication skills are required, specifically the capability to effectively chair meetings with customers and leadership. The role also demands eagerness and proficiency in collaborating with various internal teams such as Sales, Support, Customer Enablement, Professional Services, Product Marketing, and Product Management to ensure comprehensive customer satisfaction.