Senior Customer Success Manager

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13829057 Your work days are brighter here. Were 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, were shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, youll 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. Were 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, youll do meaningful work with Workmates whove got your back. In return, well 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, youve 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 Workdays Customer Success Center of Excellence organization (CoE). As a CLM Customer Success Manager, youll be part of a specialized team focused on driving deep, measurable adoption and value realization for AI-powered contract lifecycle management workflows. 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 Workdays emerging, high-impact products.\ \ Workdays 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. 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 customers 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 wit 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 36 Months Within your first 36 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