Customer Success Manager - Adaptive Planning

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Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back.

In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.

About The Team

Customer Success is a key role to ensure Workday’s customers achieve value from our solutions. In this role, you will be a key player that supports our customers on their Workday Adaptive Planning journey. You are an advisor and facilitator to our customers, partnering not only with your team but with Sales & Services to help customers achieve maximum value from Workday.

You will be responsible for working with a number of customers, supporting them through regular checkpoints to drive value, adoption and retention. You will help identify new growth opportunities for success at every point on our customers' journey.

You will be a part of the Workday’s Planning Business unit CSM team, working closely across Sales, Services, and Product teams to drive a top notch Planning experience for customers.

About The Role

The Customer Success Manager (CSM) plays a critical role in the success and execution of Workday Adaptive Planning. As a CSM, you will ensure the maximum value is derived from our products and services, by quantifying the value, driving adoption, sharing best practices, answering business questions, identifying opportunities and developing strategic goals and objectives.

Ultimately, your goal as a CSM is to ensure that the value derived from the solution far exceeds customer’s expectations; as such, the role requires a combination of customer management experience and pricing expertise. Additionally, this role relies heavily on personal accountability for results, and a willingness to go ‘the extra mile’ for each and every customer.

What You'll Be Doing

Establishing a trusted advisor relationship across the customers organization, from Executive Sponsors to Day to Day contacts, that works to ensure customer’s are getting value from our products and services.

Monitoring and facilitating the customer’s adoption of our solution features and their overall business needs as they relate to our products.

Stay on top of any major changes within their customer’s organization to be able to effectively help manage the change and develop the relationships as necessary.

Developing success plans/customer journey for customers that outline their critical success factors, metrics for success, potential issues, track progress and provide recommendations.

Acting as a liaison between product management and the customer with a focus on communicating the Workday innovation roadmap and how the roadmap will influence customer activities.

Leveraging customer relationships as needed for prospect references and driving customers to Workday Adaptive Planning events.

Maintain revenue stream from each customer’s subscription by creating and demonstrating top & bottom-line value for each customer.

Managing renewals from end-to-end, including negotiating contracts. Identifying upsell/add-on opportunities and collaborating with Account Executives.

Expected results within 6-12 months:

• After receiving initial training/onboarding we expect you to have gained and maintain a deeper knowledge of Workday products and services across each product work stream
• Self-sufficient management of 50-60 enterprise accounts totaling 5M+ in ARRActively ensure there is a roadmap in place for each of your accounts
• Timely execution of standard customer meetings and reviews for your defined accounts
• Achieve/exceed annual customer satisfaction targets and other defined Key Performance Indicators (KPIs)
• Partnering with Renewals Management to manage all aspects of the renewal cycle, executing renewals in a timely fashion and maintaining renewal rate targets

About You

Basic Qualifications

• 3+ years of experience as a CSM supporting a SaaS solution2 + years of experience with change management practices, change communications and process re-engineering2 + years of experience using a CRM such as Salesforce and a customer success tool like Gainsight2 + years Proven account management/strategic planning experience3 + years of Proven ability to collaborate and build strong relationships with customers especially at the Executive level and engage across corporate functions (ie. Sales, Managing Partners, Marketing, Customer Support, Professional Services, and Product Management)
• Bachelor’s degree or equivalent work experience
• Other

Qualifications

• Executive Presence & High-Level Communication: Demonstrated executive presence and excellent verbal/written communication skills used to chair meetings, host webinars, and establish "Trusted Advisor" relationships with Executive Sponsors.
• Influencing Skills & Revenue Management: Proven track record of overachieving goals and sales targets by leveraging influencing skills to manage renewals end-to-end, negotiate contracts, and identify upsell opportunities.
• Critical Thinking & Pricing Strategy: Applied critical thinking to pricing principles and SaaS sales practices to ensure the solution value exceeds customer expectations while maintaining revenue streams.
• Managing Ambiguity in Complex Environments: Experience managing ambiguity within the EPM/CPM or financial ERP space, particularly when navigating organizational changes or developing success plans for enterprise accounts.
• Strategic Customer Interactions: Expert at facilitating multifaceted customer interactions, acting as a strategic liaison between product management and the customer to drive adoption and communicate innovation roadmaps.
• Workday Pay Transparency Statement
• The annualized base salary ranges for the primary location and any additional locations are listed below.
• Workday pay ranges vary based on work location.
• As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants.
• Recruiters can share more detail during the hiring process.
• Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things.
• For more information regarding Workday’s comprehensive benefits, please click here.
• Primary Location: USA.CA.San Francisco
• Primary Location Base

Pay Range

$107,000 USD - $160,400 USDAdditional US Location(s) Base

Pay Range

$90,300 USD - $160,400 USDOur Approach to Flexible WorkWith Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work.

We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together.

Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

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