Senior Customer Success Manager at Workday

San José, San José, Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

11 Jul, 26

Salary

0.0

Posted On

12 Apr, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Relationship Management, Account Management, Client Retention, Strategic Planning, Communication, Problem Solving, Customer Advocacy

Industry

Software Development

Description

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 Join our team and experience Workday! Workday Customer Success ensures our customers achieve maximum value from Workday. We provide outstanding experiences across the customer lifecycle by focusing on customer outcomes and improving adoption of our products. Our team is comprised of a diverse mix of backgrounds and experiences working towards the goal of helping our customers succeed at scale. About the Role The Scaled Customer Success Manager engages a large portfolio of customers to ensure they derive value throughout their Workday journey. With a focus on efficiency and broad impact, this role primarily manages customer needs through reactive engagement and low-touch strategies. You will empower customers to utilize our Workday Community, digital capabilities, and AI resources to drive their own self-serve journeys. This role is pivotal in ensuring that a wide base of customers have the resources they need to resolve issues quickly and adopt product features effectively. Responsibilities: Managing a high-volume portfolio of customers, serving as the primary point of contact for reactive inquiries and issue escalation. Directing customers to appropriate self-service resources, documentation, and the Workday Community to foster independence and efficient problem resolution. Leveraging digital tools and automated communications to drive product adoption and share updates on the Workday roadmap. Prioritizing and routing customer issues to the correct support or technical teams to ensure timely resolution. Monitoring customer health scores and usage data to identify at-risk accounts and trigger automated or light-touch interventions. Delivering proactive and ongoing customer success and adoption engagements at key moments of our customers' journey. Expected results within 1-3 months: Proficient knowledge of Workday products and self-service ecosystem. Efficient management of a scaled portfolio (e.g., 50+ customers), maintaining high responsiveness to incoming requests. Demonstrated ability to effectively triage customer issues and guide them to self-help solutions. Implementation of scaled communication strategies to drive adoption and retention across the customer base. Timely execution of customer success and adoption engagements About You Basic Qualifications (Required) Minimum of 7 years in a customer-facing role (customer success, support, or account management) with experience managing a high volume of accounts Experience with CRM and customer success platforms to manage scaled communications and data Other Qualifications Functional domain expertise with Financials (in addition to HCM/Payroll) is preferred Proven track record of maintaining customer satisfaction in a high-volume, fast-paced environment Strong triage and prioritization skills, with the ability to manage multiple reactive requests simultaneously Excellent written and verbal communication skills, optimized for clarity and efficiency Ability to quickly learn and navigate complex product knowledge bases to direct customers effectively Experience with one-to-many communication channels (webinars, email automation) Bachelor’s degree or equivalent work experience 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. Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! 🌟 Join Our Talent Community here! Stay connected with Workday: Get the latest news & content Be first to hear about new roles Never miss an opportunity 🌐 Career Site 💡 Benefits 🌟 Join Our Talent Community 📰 Workday Life Blog 🤝 Inclusion and Belonging 📄 Application and Interview Tips 🎓 Early Careers / Internships 📋Contractor Job Site 👩‍💻 Engineering, but brighter. 💼 Sales, but brighter. 🤝 CX & Consulting, but brighter. Visit our Career Site here. Read more below to learn more on our stance on being a proud equal opportunity workplace, pay transparency and accommodation support. Workday is proud to be an equal opportunity workplace. Individuals seeking employment at Workday are considered without regards to age, ancestry, color, gender (including pregnancy, childbirth, or related medical conditions), gender identity or expression, genetic information, marital status, medical condition, mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by federal, state, or local laws. Further, pursuant to applicable local ordinances, Workday will consider for employment qualified applicants with arrest and conviction records. We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us. You may view the Workday's Pay Transparency Policy, and Know Your Rights Notice, by clicking on their corresponding links. Workday is committed to providing reasonable accommodations for qualified individuals with disabilities, disabled veterans, and others during our application process. If you need assistance or an accommodation due to a disability or for religious reasons, contact us at accommodations@workday.com.

Responsibilities

The Senior Customer Success Manager will be responsible for managing client relationships and ensuring customer satisfaction. They will drive product adoption and work to minimize churn while advocating for customer needs internally.