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 Customer Success is a key role to ensure Workday’s customer happiness and success.

The team are key players in the support of our customers on their Workday journey. They are advisors and facilitators to our customers, partnering with Services and Product management to help customers achieve maximum value from Workday. They are responsible for handling a number of customers, supporting them through regular checkpoints and developing meaningful relationships representing Workday's offering to our clients in cooperation with our Customer base team About the Role The Customer Success Manager (CSM) is Workday’s bridge between our Professional Services and Production Services teams.

As a CSM, you will advocate on behalf of Workday customers and take a team-based approach to helping customers succeed with Workday. You will work directly with customers to improve their overall user experience, working one-on-one with customers who request a more personalised dialogue beyond the already established one-to-many communication channels. You will be accountable for the overall customer wellbeing by supervising customer health, driving customer adoption, supporting the billable areas of the business, and acting as a partner concern point for customer issues.

You will be a part of an excellent Services team, working across the DACH region, having control of your own schedule and customer interactions. What you’ll be doing: Build and maintain trusted advisor relationships with executive sponsors, business owners and key operational contacts, aligning Workday to their strategic and operational objectives. Develop, own and regularly update outcome‑based Customer Success Plans that define value hypotheses, adoption priorities, milestones, risks and clear success metrics.

Proactively monitor customer health, using data (usage, adoption, support patterns) and qualitative insight to anticipate risks and drive timely mitigation and recovery plans. Drive adoption of existing and new Workday capabilities – including AI, automation, analytics and new product features – through best‑practice guidance, release coaching and targeted enablement. Lead regular executive and operational reviews, telling a clear value story, showcasing achievements, and recommending optimisation opportunities and next‑step initiatives.

Act as the central customer advocate inside Workday, orchestrating the right resources from Services, Support, Product Management, Partners and Sales to address customer needs and opportunities. Capture and structure customer feedback to influence product roadmap, usability and service improvements, closing the loop with customers where appropriate. Collaborate with Sales and Professional Services to identify, shape and support follow‑on projects and expansion opportunities that drive additional business value for the customer.

Promote and connect customers to relevant Workday programs (education, communities, user groups, advisory councils) to help them build strong internal capability and governance About You Basic Qualifications Demonstrated experience in a customer‑facing role in SaaS or cloud enterprise software (e.g. customer success, consulting, account management, solution consulting), working with mid‑to‑large enterprise customers. 5+ years experience in HR, Finance, ERP or related transformation domains, with a strong understanding of how technology supports people, finance and operational processes.

Proven track record guiding organisations through change: from deployment or major releases to ongoing optimisation and continuous improvement. Experience managing a portfolio of customers or complex programs, balancing strategic conversations with hands‑on execution. Other Qualifications Strategic advisor: Able to understand a customer’s business model, operating model and transformation agenda, and connect Workday capabilities to clear business outcomes and value.

Data‑driven: Comfortable interpreting product usage data, health signals and business KPIs, and using them to prioritise actions, tell a value story, and support recommendations. AI and digital‑first : Curious and confident working with AI‑driven features, automation and analytics, and able to explain their impact and responsible use to business stakeholders. Change and adoption: Skilled at influencing behaviour change (e.g.

role‑based enablement, champions, comms), and at designing low‑touch and high‑touch engagement approaches. Executive communication : Able to engage credibly with C‑level and senior leaders, structure compelling narratives, and facilitate steering committees and decision‑making forums. Collaboration and orchestration : Effective at bringing together cross‑functional teams (Sales, Services, Support, Partners, Product) to present “one Workday” to the customer.

Learning agility: Demonstrated ability to quickly learn new products, features and ways of working, and to adapt in a fast‑changing environment. Ability to travel up to 35% Proficiency in English and German is essential Zurich based only 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.

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