Senior 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 Join our team and experience Workday CLM (Evisort) within the Specialized Customer Success team in Workday’s Customer Success Center of Excellence organization (CoE). As a CLM Customer Success Manager, you’ll be part of a specialized team focused on driving deep, measurable adoption and value realization for AI-powered contract lifecycle management workflows. About the Role The Specialized Customer Success Manager for CLM (Evisort) is a customer-facing role at the intersection of AI value realization, CLM transformation, and strategic Customer Success. You will work in close collaboration with the Workday account team as a specialized overlay, bringing deep CLM domain expertise, product knowledge, and best practices to accelerate adoption and customer maturity against clearly defined success milestones. Through structured engagements and ongoing partnership, you will influence retention, advocacy, and long-term customer success. We use a consistent Customer Success framework across Specialized CS that defines what “good” looks like for our customers: clear personas, adoption and health definitions, maturity milestones, and standard engagements that can scale across our portfolio. Our global team is united in our mission to help customers realize meaningful value from Workday’s emerging, high-impact products. Workday’s Contract Lifecycle Management (CLM) solution leverages cutting-edge AI technology to make contracts searchable, simplify deal-making processes, reduce costs, and manage risk. By automating manual work, facilitating collaboration, and streamlining operations, CLM enables businesses to move faster and make better decisions. Responsibilities Serve as a strategic partner to customers, guiding them through workflow redesign, process optimization, and operating model shifts required to unlock the full value of CLM. Design and own structured success and adoption plans aligned to the Specialized Customer Success framework (personas, adoption definitions, maturity milestones, and standard engagements), tailored to each customer’s starting point and objectives. Lead proactive, planned customer engagements (e.g., onboarding, value realization, optimization, and roadmap alignment) that accelerate adoption and maturity. Use product usage data, health indicators, and customer feedback to assess adoption, prioritize efforts, and adjust success plans based on what is driving measurable value. Collaborate cross-functionally with Sales, Core Customer Success, Services, Product, and Operations to deliver cohesive, reusable engagement motions and ensure clear handoffs and ownership. Act as a trusted advisor to senior stakeholders across Legal, Procurement, Finance, and IT, translating CLM capabilities into clear business value. Prepare and deliver executive briefings that highlight progress, outcomes, risks, and opportunities. Identify and cultivate customer champions and advocacy opportunities in partnership with Sales, Marketing, and Product. Contribute to continuous improvement of Specialized CS motions by sharing learnings, refining playbooks, and helping standardize approaches that can scale without increasing cost to serve. Expected Results Within 3–6 Months Within your first 3–6 months, you are expected to: Develop deep working expertise in Workday CLM (Evisort) capabilities, workflows, personas, and common adoption patterns Independently manage a portfolio of customers with clear success plans mapped to defined Specialized CS motions Demonstrate measurable adoption and maturity progress, evidenced by improved usage, risk reduction, or value realization signals Establish strong, trusted relationships with customer executives and internal partners, with positive feedback on clarity of roles and engagement approach Actively participate in refining or validating at least one standardized CLM engagement motion that is repeatable and usable across the Specialized CS organization Help identify which CLM-specific motions are ready to scale or graduate as product maturity increase About You Basic Qualifications (Required) Sr. Customer Success Manager 8+ years of experience in a customer-facing services role (Customer Success, Consulting, Engagement Management, or similar) within complex SaaS environments. 5+ years of experience managing customer relationships focused on adoption, value realization, and long-term success. Other Qualifications Proven ability to lead complex, strategic customer engagements with multiple stakeholders. 1+ years of Contract Lifecycle Management (CLM) experience Strong experience using data and adoption metrics to assess maturity and tell a compelling value story. Excellent verbal and written communication skills, including executive-level facilitation. Demonstrated ability to collaborate effectively across Sales, Services, and Product. Comfortable operating in evolving, incubating environments where motions are being refined and scaled. Ability to travel up to 20% 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.IL.Chicago Primary Location Base Pay Range $119,500 USD - $179,300 USD Additional US Location(s) Base Pay Range $108,200 USD - $192,200 USD Additional Considerations If performed in Colorado, the pay range for this job is $113,800 - $170,800 USD based on min and max pay range for that role if performed in CO. Application Deadline The application deadline for this role is the same as the posting end date stated as below: 10/26/2026 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 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 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 View email address on click.appcast.io, 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! 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. 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. #J-18808-Ljbffr Workday, Inc.