Senior Digital Customer Success Manager, CLM (Evisort)

Workday is a leading AI platform for managing people, money, and agents. The Senior Digital Customer Success Manager will build and operate the digital Customer Success motion for Evisort, owning a book of digital accounts while developing lifecycle programs, scalable content, usage-based interventions, value reviews, and renewal readiness. The role also partners across Product, Delivery, Support, Renewals, Analytics, and Customer Success teams to drive adoption, retention, and expansion.

Responsibilities:

• Take a designed digital lifecycle from concept to live program, covering onboarding, hypercare, adoption milestones, ongoing value reviews and renewal readiness
• Define what a customer receives at each stage, what triggers each touchpoint, and what a good outcome looks like at every step
• Establish the engagement line between digital coverage and direct human engagement, including where a Customer Success Manager gets pulled in and where self-service is the right answer
• Build in stages and put working touchpoints in front of customers early rather than holding the program back for a complete blueprint
• Pilot, measure, retire what does not work, and scale what does
• Carry a book of digital Evisort accounts and hold accountability for adoption, value realization and retention across it
• Prioritize your book of business by risk, adoption depth, renewal timing and value at stake rather than covering every account the same way
• Run targeted re-engagement with at-risk and under-adopted accounts, and document what  worked so it becomes a repeatable play
• Build the guidance customers need to succeed digitally: onboarding paths, admin setup guidance, workflow and feature enablement, adoption checkpoints and value review formats
• Curate what already exists across Workday Community and Evisort Academy before building anything new, so the program points to maintained sources of truth instead of duplicating them
• Ensure the resources you build are relevant to customers across all segments, and introduce them to the wider Customer Success team all CSMs and customers can benefit
• Use product usage data, engagement signals, request volume and survey feedback to understand what is happening across a large segment
• Define the signals that predict churn risk, under-utilization and expansion opportunity, and turn each one into a specific action
• Partner with analytics and product teams to sharpen the data the program depends on
• Design and deliver digital adoption and value reviews
• Partner with Specialized Renewals,and other internal operations teams to ensure progress and to advocate internally on behalf of our clients
• Surface potential expansion client advocate candidates from usage and sentiment signals
• Partner with internal operations teams, who own the platform and tooling, to turn program requirements into delivered capability
• Work with Product, Delivery, Support, Specialized Renewals and Core Customer Success so digital customers experience one coordinated Workday team
• Influence without direct authority using data and clear narratives about customer outcomes

Requirements:

• Minimum 8 years of experience in Customer Success, Consulting, Strategy or similar customer-facing roles
• Minimum 4 years of experience in a digital, scaled or tech-touch Customer Success role
• Minimum 5 years' experience building out a digital/scaled Customer Success program
• Minimum 1 year of Contract Lifecycle Management (CLM) experience required
• Minimum 6 years year's experience managing a large book of accounts
• Track record of designing customer lifecycle journeys, one-to-many plays or automated touch points that produced measurable adoption or retention results
• Comfort using product usage data and behavioral signals to decide where to engage, and to track progress
• Demonstrated AI literacy: familiarity with AI concepts and AI-enabled workflows, and comfort using AI tools in your own work
• Experience with specialized, AI-enabled or rapidly evolving SaaS products
• Comfort operating in ambiguity and building where no established playbook exists, paired with the discipline to document what you build
• Experience with contract lifecycle management, legal operations, procurement or contracting workflows is a plus