Customer Success Manager

Job Description

Customer Success Manager, Paradox | Workday

The Tone:
This is a full-time role at Workday, located within the APAC region with a hybrid work approach. Workday builds an AI platform for managing people, money, and agents, shaping the future of work so teams can reach their potential. This role is crucial for helping customers improve their overall user experience with Workday’s AI-powered solutions, ensuring they achieve their business goals and realize the full value of the Paradox platform. The team is dedicated to supporting clients across frontline and high-volume industries, as well as skilled and corporate hiring, to drive adoption and measurable outcomes with conversational AI.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – APAC Region

• Team: Paradox Customer Success team within Workday’s broader Customer Success Center of Excellence (CoE) organisation
• Mission: Guide Paradox clients toward their business goals and ensure they get maximum value from Workday’s AI-powered conversational AI solutions.
• Tech Stack: HR technology ecosystems, ATS, CRM, HCM

What You’ll Actually Do
• Client Relationship & Value: Serve as the primary contact for Paradox clients in APAC, guiding them toward their business goals and ensuring they get maximum value from our solutions.
• Adoption & Service Delivery: Deliver exceptional service throughout the entire client journey, facilitating the customer’s adoption of solution features and functionality with an understanding of their overall business needs.
• Strategic Planning & Outcomes: Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations to achieve desired business outcomes.
• Performance & Growth: Lead Quarterly Business Reviews to proactively monitor client success and product adoption, continuously uncovering new insights into evolving goals, challenges, and opportunities, and building relationships for advocacy, renewal, and expansion.
• Product Expertise & Improvement: Provide deep product expertise and serve as the subject matter expert for platform use, collaborating with globally distributed teams to drive ongoing product improvements and develop creative new solutions.

The Must-Haves
• Background: Mid-level career professional with a technical understanding of HR technology ecosystems, including ATS, CRM, and HCM.
• Experience: 4+ years of experience in client success, customer service, or account management roles, with customer management experience in a complex software or SaaS environment, including the ability to travel up to 30%. Escalation management and adoption planning experience are preferred.
• Skills: Proven ability to collaborate and build strong relationships with customers, especially at the executive level; excellent organisation, time management, data analysis, and communication skills; comfortable working remotely with cross-functional teams and clients across different time zones.
• Bonus: Functional domain expertise with HR/recruiting software experience or demonstration of equivalent experience with Paradox solutions, and demonstrated ability to engage across corporate functions (Sales, Services and Product Management).