Sr Customer Success Manager

About the Team

About the Role

Responsibilities:

• Portfolio & Relationship Management: Manage customer relationships across a Healthcare portfolio, serving as a trusted advisor to ensure long-term satisfaction and executive alignment.
• Product Strategy & Adoption: Act as a liaison between customers and Product Management to communicate the Workday roadmap, drive feature adoption, and align functionality with overall business needs.
• Escalation & Issue Resolution: Work directly with client PMs and executive leadership to prioritize, oversee, and resolve critical issues impacting satisfaction.
• Customer Success Planning: Develop tailored success plans that define critical success factors, key metrics, potential risks, and strategic recommendations.
• SaaS Implementation Oversight: Provide guidance and oversight during SaaS implementations, ensuring clients leverage Workday’s methodology and industry best practices.
• Product Expertise: Demonstrate deep competency across the Workday product suite, including HCM, Payroll, Financials, and Supply Chain for Healthcare.
• Advocacy & Engagement: Foster ongoing two-way communication, keep customers updated on process/procedural changes, and cultivate strong references for sales prospects
• About You

Basic Qualifications

• Minimum of 8+ years' experience managing Large Enterprise Client Relationships within the Healthcare Industry is required for extensive working in the health care industry.
• 8+ plus years experience in a Customer Success, Sales or software Consulting
• 5+ plus years working with SaaS applications ideally experience working with Workday, Oracle, SAP, PeopleSoft or similar applications.
• 1 + year of experience working with AI GTM consumption
• Other Qualifications
• Functional domain expertise with Financials and Supply Chain for Healthcare is preferred
• Customer facing services role (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
• Working knowledge with at least one of the following business areas: Human Resources, Benefits, Payroll, General Ledger, Accounts Payable/Receivable, Procurement, Inventory
• Ability to travel up to 30%
• Workday Pay Transparency Statement
• The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.
• Primary Location: USA.MA.Boston
• Primary Location Base Pay Range: $119,500 USD - $179,300 USD
• Additional US Location(s) Base Pay Range: $108,200 USD - $192,200 USD
• Our Approach to Flexible Work
• With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
• 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.
• Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law.
• Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law.
• If you require a reasonable accommodation, you may email [email protected], as far in advance as possible.
• Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!
• At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers.
• Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not.
• In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday.

Preferred Qualifications

• Functional domain expertise with Financials and Supply Chain for Healthcare is preferred
• Bachelor degree or equivalent work experience; Business or technical degree preferred
• The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.