Manager, Customer Success

Job Description

Director, Customer Success – EMEA South | Workday

The Tone:
This is a full-time role at Workday, with a hybrid work model located in Paris, France. Workday builds a leading AI platform for managing people, money, and agents, shaping the future of work. This role matters as Customer Success is key to ensuring customer happiness and success, supporting customers on their Workday journey to achieve maximum value from the solution. Workday’s culture is rooted in integrity, empathy, and shared enthusiasm, tackling big challenges with bold ideas and genuine care.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Hybrid – Paris, France
• Pay: €120,500 EUR – €180,700 EUR yearly
• Team: Customer Success, within the Services team, liaising with Professional Services and Production Services.
• Mission: Ensure Workday’s customer happiness and success by planning and overseeing enterprise-level support and service activities for designated customers.

What You’ll Actually Do
• Coordinate Customer Relationships: Handle overall responsibility for managing and maintaining the customer relationship.
• Act as Product Roadmap Liaison: Serve as the intermediary between product management and customers, communicating the Workday roadmap and its influence on customer activities.
• Develop Customer Success Plans: Create success plans for customers, outlining their critical success factors, metrics, potential issues, and providing actionable recommendations.
• Resolve Escalated Concerns: Prioritise and drive the resolution of raised customer concerns, acting quickly to address critical issues.
• Facilitate Feature Adoption: Supervise and facilitate customers’ adoption of Workday’s solution features and functionality, while understanding their overall business needs.

The Must-Haves
• Background: Managerial level in Customer Success, with expertise in customer management within complex software or SaaS environments.
• Experience: 10+ years as a people manager of Customer Success teams, complemented by 7+ years of customer management experience in a complex software or SaaS environment.
• Skills: Issue resolution and escalation management at both business owner and executive levels, strong account leadership skills, fostering growth and development within teams, building positive relationships with executives, and excellent verbal and written communication.
• Bonus: Ability to de-escalate critical customer concerns and manage commercial negotiations, demonstrated ability to engage effectively across corporate functions (Sales, Services, and Product Management), and a successful track record of managing multiple priorities concurrently.