Customer Success Manager – Emerging HCM Products

Job Description

Customer Success Manager | Workday

The Tone:
This is a full-time role at Workday, a Fortune 500 company and a leading AI platform for managing people, money, and agents, shaping the future of work. This Customer Success Manager role is critical to helping customers derive measurable impact and value from Workday’s emerging Human Capital Management (HCM) solutions. The company’s culture is rooted in integrity, empathy, and shared enthusiasm, fostering a collaborative environment where teams tackle big challenges with bold ideas and genuine care. This position directly contributes to inspiring a brighter workday for Workday’s customers by ensuring successful adoption, value realization, and retention of their transformational, AI-powered products.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid Flexible
• Team: Emerging HCM Customer Success team, part of Workday’s Specialized Customer Success organization.
• Mission: Drive adoption, value realization, and retention for Workday’s emerging HCM products for enterprise customers.
• Tech Stack: Gainsight or Planhat, Salesforce or similar

What You’ll Actually Do
• Strategic Partnership: Act as a trusted advisor to key stakeholders and business leaders at your customers, connecting Workday’s emerging HCM capabilities and insights to their strategic priorities and talent/contingent workforce agenda.
• Value Roadmap Development: Develop and maintain joint success plans that articulate goals, key metrics, and a roadmap for adoption, value realization, and program maturity across the products you support.
• Customer Health Management: Monitor customer health, adoption, and renewal readiness across your portfolio, coordinating proactive action when risks are identified to ensure ongoing success.
• Executive Communication & Facilitation: Translate product data and analytics into clear narratives and actionable recommendations for executives and operational leaders, designing and facilitating key stakeholder meetings focused on adoption and business outcomes.
• Program Strategy & Enablement: Provide guidance on program strategy, such as listening strategies for Peakon or operating models for VNDLY, and enable HRBPs and people leaders to effectively use Workday’s emerging HCM products.

The Must-Haves
• Background: 3-5+ years of experience in Customer Success, Consulting, HR/People Analytics, or related roles within B2B SaaS or enterprise software environments.
• Experience: Working with enterprise customers and engaging with both business-level and executive-level contacts; demonstrated ability to build strategic, outcomes-focused relationships and influence senior stakeholders using data and insights; proficiency with CS and CRM tools such as Gainsight or Planhat and Salesforce or similar platforms.
• Skills: Analyzing customer, workforce, or people data (e.g., health scores, usage patterns, adoption metrics) to identify trends, inform recommendations, and guide priorities; strong facilitation and storytelling skills, capable of turning complex product insights into simple, compelling narratives and action plans for executives, HR, and business leaders; strong AI literacy, including the ability to explain AI-powered product capabilities and responsible use to non-technical stakeholders.
• Bonus: Experience supporting issue resolution and escalation management, coordinating with appropriate teams and communicating effectively to reach resolution; comfortable operating in ambiguous or changing environments, with the ability to stay focused and adapt to shifting priorities; a passion for employee experience, workforce agility, and helping organizations build better workplaces and more effective contingent workforce programs.