Manager, Customer Success

Job Description

Senior Manager, APAC Customer Success | Workday

The Tone:
This is a full-time, hybrid leadership role at Workday, located in Malaysia, where you will manage a Customer Success team supporting customers across the APAC region. Workday is a Fortune 500 company and a leading AI platform for managing people, money, and agents, dedicated to shaping the future of work so teams can reach their potential. You will play a key role in enhancing the overall user experience for Workday customers, scaling the company’s regional impact, and ensuring consistent, high-quality customer engagement. The culture is rooted in integrity, empathy, and shared enthusiasm, fostering a collaborative environment where meaningful work is done with supportive colleagues.

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

• Team: Customer Success Management Team
• Mission: Lead, mentor, and develop a high-performing Customer Success team to enhance customer experience, ensure solution adoption, and drive consistent, high-quality engagement for Workday customers across the APAC region.
• Tech Stack: Workday products and services

What You’ll Actually Do
• Customer Relationship Ownership: Hold overall responsibility for coordinating the customer relationship, acting as the primary liaison.
• Roadmap Presentation: Act as a liaison between product management and customers, presenting the Workday roadmap and explaining its influence on customer activities.
• Success Plan Development: Develop comprehensive success plans for customers that clearly outline their critical success factors, metrics for success, potential issues, and provide strategic recommendations.
• Concern Resolution: Prioritize and drive resolution on raised customer concerns, ensuring timely and effective solutions.
• Communication Promotion: Actively promote opportunities for two-way communication channels with customers, fostering open dialogue.
• Solution Adoption & Feedback: Supervise and facilitate the customer’s adoption of Workday solution features and functionality, while providing Workday with an understanding of their overall business needs as they relate to our products.
• Reference Cultivation: Utilize established customer relationships as needed to provide valuable prospect references.

The Must-Haves
• Background: Experienced people leader at the manager level, focused on Customer Success within complex software or SaaS environments.
• Experience: 8+ years as a people manager of Customer Success teams and 5+ years of customer management experience in a complex software or SaaS environment. Proven leadership through accountability, continuous learning, and improvement, including fostering team growth and providing timely, direct, and actionable feedback.
• Skills: Strong account leadership, comfortable leading customers and providing an outstanding customer experience, highly skilled at building positive executive-level relationships, excellent verbal and written communication (including chairing executive meetings), ability to engage across corporate functions (Sales, Services, Product Management), adept at de-escalating critical customer concerns, and capable of leading commercial negotiations.
• Bonus: Bachelor’s degree (Business or Technical preferred) and a willingness to travel up to 35% for customer and team engagements.