Senior Customer Success Manager

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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.

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%