Sr Customer Success Manager

Your work days are brighter here. We’re obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. 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 🚀 The Customer Success Team: Driving Value and Growth The Customer Success (CS) team is the voice of the customer and a critical driver of long-term business growth. We are passionate about ensuring our customers achieve maximum value from our product, turning successful adoption into lasting partnerships and powerful advocacy. Our Core Mission: Accelerate Adoption: Facilitate smooth onboarding and quick integration of our solution. Deepen Engagement: Proactively work with users to ensure they are leveraging key features that solve their business challenges. Champion Retention & Expansion: Build trust, identify opportunities for customers to grow with us, and serve as the main internal advocate for customer needs.

Higher education institutions are navigating a historic period of transformation, where modern enterprise platforms serve as the operational heartbeat of the student experience and administrative excellence. In Customer Success, we don’t just manage accounts—we empower university leaders to unlock the full strategic value of their technology ecosystem. As a Senior Customer Success Manager, you will serve as a trusted guide to public, private, research, and multi-institution systems across North America. You will bridge executive strategy with product innovation across HCM, Financials, and Student solutions, turning complex operational challenges into clear success paths that fuel campus agility, student success, and long-term institutional growth.  We are looking for people who have a combination of domain expertise, customer management and Higher Education industry experience.

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