Customer Success Manager - Emerging HCM

About the role

The Emerging HCM Customer Success team sits within Workday's Specialized Customer Success organization and drives adoption, value realization and retention for Workday's emerging HCM products. As a Customer Success Manager you will be a hands-on, strategic partner to a portfolio of customers, owning the post-go-live experience and being accountable for adoption, customer health, value realization and retention. You will work directly with senior stakeholders to connect Workday insights to their people and workforce strategies.

Key responsibilities

• Act as a trusted advisor to key stakeholders, connecting Workday's HCM capabilities to their strategic priorities and talent/contingent workforce agenda.
• Develop joint success plans with goals, key metrics and a roadmap for adoption and value realization.
• Monitor customer health, adoption and renewal readiness, and coordinate action when risks appear.
• Turn product data and analytics into clear recommendations for executives and operational leaders.
• Design and run stakeholder meetings such as Executive Business Reviews and steering committees.
• Advise on program strategy, including listening strategies, survey design and integration operating models.
• Deliver training and coaching to HRBPs and people leaders on using Workday products.
• Identify improvements to processes and engagement models, and contribute to CoE playbooks and best practices.
• Partner with Sales, Product, Support and Services, and act as the customer voice internally.
• Support case studies, references and customer advocacy.

Required profile

• 3-5+ years in Customer Success, consulting, HR/people analytics or related roles in B2B SaaS or enterprise software.
• Experience with enterprise customers and engagement with business-level and executive-level contacts.
• Ability to build strategic, outcomes-focused relationships and influence senior stakeholders with data and insights.
• Experience resolving issues and escalating them across teams.
• Comfortable in ambiguous or changing environments, with strong facilitation and storytelling skills.
• Strong AI literacy, able to explain AI-powered product capabilities to non-technical stakeholders.

Required skills

• CS and CRM tools such as Gainsight, Planhat or Salesforce to manage customer health and engagement.
• Analyzing customer, workforce and people data such as health scores, usage patterns and adoption metrics.

What we offer

• Flexible work: at least 50% of time per quarter in the office or in the field, with a flexible schedule.
• A supportive culture of integrity, empathy and shared enthusiasm, with the trust to take risks and the tools to grow.