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.

3+ years of experience as a CSM supporting a SaaS solution
2 + years of experience with change management practices, change communications and process re-engineering
2 + years of experience using a CRM such as Salesforce and a customer success tool like Gainsight
2 + years Proven account management/strategic planning experience
3 + 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

Customer Success Manager – Adaptive Planning

Key skills