Senior Digital Customer Success Manager, CLM (Evisort)

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 TeamWorkday is evolving how Customer Success operates in an AI-enabled world. We are seeking a Senior Digital Customer Success Manager to build the digital Customer Success motion for Evisort, Workday's AI-native contract intelligence and contract lifecycle management solution.Evisort's customer base continues to grow, and we want to engage those customers strategically and digitally throughout their lifecycle. A significant portion of them sit in a digital segment, and we have designed what that motion should look like. This role exists to build it and run it.In this role you will own a book of digital Evisort accounts and, at the same time, design and stand up the program that serves them: the lifecycle touchpoints, the self-service content, the usage signals that tell you when to intervene, and the escalation paths that follow.You will also play a key role in enabling the broader Customer Success organization. The resources you build are intended to serve every Evisort customer at every stage, and the repeatable pieces of the motion are intended to transfer to Workday's other Specialized product teams.This is a hands-on role with a high degree of autonomy, suited to someone resourceful who is comfortable designing the program and delivering it at the same time.About the RoleBuild the Digital Customer Success MotionTake a designed digital lifecycle from concept to live program, covering onboarding, hypercare, adoption milestones, ongoing value reviews and renewal readinessDefine what a customer receives at each stage, what triggers each touchpoint, and what a good outcome looks like at every stepEstablish the engagement line between digital coverage and direct human engagement, including where a Customer Success Manager gets pulled in and where self-service is the right answerBuild in stages and put working touchpoints in front of customers early rather than holding the program back for a complete blueprintPilot, measure, retire what does not work, and scale what doesOwn a Book of Digital AccountsCarry a book of digital Evisort accounts and hold accountability for adoption, value realization and retention across itPrioritize your book of business by risk, adoption depth, renewal timing and value at stake rather than covering every account the same wayRun targeted re-engagement with at-risk and under-adopted accounts, and document what worked so it becomes a repeatable playBuild Content and Resources That ScaleBuild the guidance customers need to succeed digitally: onboarding paths, admin setup guidance, workflow and feature enablement, adoption checkpoints and value review formatsCurate what already exists across Workday Community and Evisort Academy before building anything new, so the program points to maintained sources of truth instead of duplicating themEnsure the resources you build are relevant to customers across all segments, and introduce them to the wider Customer Success team all CSMs and customers can benefitWork From DataUse product usage data, engagement signals, request volume and survey feedback to understand what is happening across a large segmentDefine the signals that predict churn risk, under-utilization and expansion opportunity, and turn each one into a specific actionPartner with analytics and product teams to sharpen the data the program depends onDeliver Value Reviews and Renewal Readiness at ScaleDesign and deliver digital adoption and value reviewsPartner with Specialized Renewals,and other internal operations teams to ensure progress and to advocate internally on behalf of our clients Surface potential expansion client advocate candidates from usage and sentiment signalsCollaborate in a Matrixed, Fast-Moving EnvironmentPartner with internal operations teams, who own the platform and tooling, to turn program requirements into delivered capabilityWork with Product, Delivery, Support, Specialized Renewals and Core Customer Success so digital customers experience one coordinated Workday teamInfluence without direct authority using data and clear narratives about customer outcomesVISA sponsorship is not available for this roleAbout YouBasic Qualifications (Required)Minimum 8 years of experience in Customer Success, Consulting, Strategy or similar customer-facing rolesMinimum 4 years of experience in a digital, scaled or tech-touch Customer Success roleMinimum 5 years’ experience building out a digital/scaled Customer Success programMinimum 1 year of Contract Lifecycle Management (CLM) experience requiredMinimum 6 years year’s experience managing a large book of accountsOther QualificationsTrack record of designing customer lifecycle journeys, one-to-many plays or automated touch points that produced measurable adoption or retention resultsComfort using product usage data and behavioral signals to decide where to engage, and to track progressDemonstrated AI literacy: familiarity with AI concepts and AI-enabled workflows, and comfort using AI tools in your own workExperience with specialized, AI-enabled or rapidly evolving SaaS productsComfort operating in ambiguity and building where no established playbook exists, paired with the discipline to document what you buildExperience with contract lifecycle management, legal operations, procurement or contracting workflows is a plusWorkday Pay Transparency StatementThe 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.ChicagoPrimary Location Base Pay Range: $119,500 USD - $179,300 USDAdditional US Location(s) Base Pay Range: $108,200 USD - $192,200 USDAdditional 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.The application deadline for this role is the same as the posting end date stated as below:09/08/2026Our Approach to Flexible WorkWith 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 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!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.SummaryLocation: USA, IL, Chicago; USA, TX, Frisco; USA, TX, Austin; USA, CO, Denver; Canada, BC, Vancouver; USA, CO, BoulderType: Full Time