Customer Success Manager

Senior Digital Customer Success Manager Workday 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 Role Build the Digital Customer Success Motion Take a designed digital lifecycle from concept to live program, covering onboarding, hypercare, adoption milestones, ongoing value reviews and renewal readiness Define what a customer receives at each stage, what triggers each touchpoint, and what a good outcome looks like at every step Establish 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 answer Build in stages and put working touchpoints in front of customers early rather than holding the program back for a complete blueprint Pilot, measure, retire what does not work, and scale what does Own a Book of Digital Accounts Carry a book of digital Evisort accounts and hold accountability for adoption, value realization and retention across it Prioritize your book of business by risk, adoption depth, renewal timing and value at stake rather than covering every account the same way Run targeted re-engagement with at-risk and under-adopted accounts, and document what worked so it becomes a repeatable play Build Content and Resources That Scale Build the guidance customers need to succeed digitally: onboarding paths, admin setup guidance, workflow and feature enablement, adoption checkpoints and value review formats Curate 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 them Ensure 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 benefit Work From Data Use product usage data, engagement signals, request volume and survey feedback to understand what is happening across a large segment Define the signals that predict churn risk, under-utilization and expansion opportunity, and turn each one into a specific action Partner with analytics and product teams to sharpen the data the program depends on Deliver Value Reviews and Renewal Readiness at Scale Design and deliver digital adoption and value reviews Partner 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 signals Collaborate in a Matrixed, Fast-Moving Environment Partner with internal operations teams, who own the platform and tooling, to turn program requirements into delivered capability Work with Product, Delivery, Support, Specialized Renewals and Core Customer Success so digital customers experience one coordinated Workday team Influence without direct authority using data and clear narratives about customer outcomes VISA sponsorship is not available for this role About You Basic Qualifications (Required) Minimum 8 years of experience in Customer Success, Consulting, Strategy or similar customer-facing roles Minimum 4 years of experience in a digital, scaled or tech-touch Customer Success role Minimum 5 years' experience building out a digital/scaled Customer Success program Minimum 1 year of Contract Lifecycle Management (CLM) experience required Minimum 6 years year's experience managing a large book of accounts Other Qualifications Track record of designing customer lifecycle journeys, one-to-many plays or automated touch points that produced measurable adoption or retention results Comfort using product usage data and behavioral signals to decide where to engage, and to track progress Demonstrated AI literacy: familiarity with AI concepts and AI-enabled workflows, and comfort using AI tools in your own work Experience with specialized, AI-enabled or rapidly evolving SaaS products Comfort operating in ambiguity and building where no established playbook exists, paired with the discipline to document what you build Experience with contract lifecycle management, legal operations, procurement or contracting workflows is a plus