Sr Customer Success Manager

Workday is a leading AI platform for managing people, money, and agents. The Senior Customer Success Manager will guide higher education institutions across North America in realizing strategic value from Workday’s HCM, Financials, and Student solutions by driving adoption, retention, expansion, executive advocacy, and issue resolution.

Responsibilities:

• Portfolio retention and expansion: Secure full renewal performance across a dedicated portfolio of 20–25 higher education institutions while partnering with account teams to identify net-new expansion paths across HCM, Financials, and Student
• Strategic advocacy: Act as the strategic liaison between university leaders and product management, turning customer roadmap priorities into clear product feedback and cultivating active enterprise champions
• Escalation & Issue Resolution: Work directly with client PMs and executive leadership to prioritize, oversee, and resolve critical issues impacting satisfaction
• Value velocity and adoption: Establish customized success paths within your first 90 days, accelerating platform adoption and ensuring executive decision-makers achieve early, quantifiable wins
• Human-AI collaborative workflows: Integrate AI resources and digital self-serve tools into portfolio management workflows, using predictive adoption data to deliver proactive, personalized customer success journeys
• Domain expertise: Deep knowledge of higher education structures, governance models, and enterprise business processes across HCM, Financials, or Student
• Brings an inclusive, collaborative perspective that enriches team dynamics, fosters trust, and strengthens cross-functional alignment with Sales, Services, and Product teams

Requirements:

• 8+ years of experience in enterprise Customer Success, consulting, or account management ideally within the Higher Education industry (public, private, research, or system-level settings)
• 5 + years of Functional domain experience and familiarity with HCM, Financials, or Student software platforms
• 1 + years of demonstrated experience and ability to monitor customer telemetry data, accelerate feature usage, and manage consumption-based software platforms to secure full renewal performance and unlock expansion growth
• Customer facing services role experience (consulting or account management) that includes issue resolution and escalation management at both the business owner and executive levels
• Proven ability to build strong executive-level customer relationships while collaborating cross-functionally with internal teams, such as Professional Services and Product Management
• Excellent verbal and written communication skills, including the ability to chair meetings or host webinars / Excellent organization, time management, and communication skills
• Bachelor degree or equivalent work experience
• Business or technical degree preferred