Specialized Customer Success Manager for CLM – Contract Lifecycle Management

Job Description

Senior Customer Success Manager | Workday

The Tone:
This is a full-time role at Workday, located in Chicago, Illinois (hybrid). Workday is a Fortune 500 company and a leading AI platform for managing people, money, and agents, shaping the future of work so teams can reach their potential. The company’s culture is rooted in integrity, empathy, and shared enthusiasm, tackling big challenges with bold ideas and genuine care. This role is crucial for helping customers realize meaningful value from Workday’s AI-powered Contract Lifecycle Management (CLM) solution by driving deep adoption and value realization.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Chicago, Illinois, USA
• Pay: $108200–$192200 yearly
• Team: Workday CLM (Evisort) within the Specialized Customer Success team in Workday’s Customer Success Center of Excellence organization (CoE)
• Mission: Drive deep, measurable adoption and value realization for AI-powered contract lifecycle management workflows to accelerate customer maturity.
• Tech Stack: Workday CLM (Evisort), AI

What You’ll Actually Do
• Strategic Partner: Serve as a strategic partner to customers, guiding them through workflow redesign and process optimization to unlock the full value of CLM.
• Plan Development: Design and own structured success and adoption plans aligned to the Specialized Customer Success framework, tailored to each customer’s starting point and objectives.
• Engagement Leadership: Lead proactive, planned customer engagements focused on onboarding, value realization, optimization, and roadmap alignment that accelerate adoption and maturity.
• Value Assessment: Use product usage data, health indicators, and customer feedback to assess adoption, prioritize efforts, and adjust success plans based on measurable value.
• Cross-functional Collaboration: Collaborate cross-functionally with Sales, Core Customer Success, Services, Product, and Operations to deliver cohesive engagement motions and ensure clear handoffs.

The Must-Haves
• Background: Senior-level professional with a background in customer-facing services such as Customer Success, Consulting, or Engagement Management within complex SaaS environments.
• Experience: 8+ years of experience in a customer-facing services role, including 5+ years managing customer relationships focused on adoption and value realization, and 1+ years of Contract Lifecycle Management (CLM) experience.
• Skills: Strong experience using data and adoption metrics to assess maturity and tell a compelling value story; excellent verbal and written communication skills, including executive-level facilitation; and demonstrated ability to collaborate effectively across Sales, Services, and Product.