Senior Manager, Customer Success
WillHire
Director, Customer Success – Adaptive Planning
WillHire
full-time
Posted on:
Location Type: Hybrid
Location: Pleasanton • California, Colorado, Texas, Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $149,400 - $270,000 per year
Job Level
Lead
About the role
- Manage and mentor a team of Senior Managers and Customer Success professionals, fostering an inclusive, high-performance culture centered on customer value and growth.
- Develop and execute a regional customer success strategy focused on driving adoption, retention, and advocacy across your customer portfolio.
- Partner with Sales, Services, and Product leadership to ensure alignment on customer priorities, renewal readiness, and business objectives.
- Act as an executive sponsor for strategic accounts—building trusted relationships with senior customer stakeholders and ensuring Workday delivers consistent value.
- Establish and monitor key success metrics to track health, adoption, and satisfaction, while driving continuous improvement in how we engage and support customers.
- Identify and operationalize best practices, programs, and processes that enhance team efficiency, collaboration, and impact across the global Customer Success organization.
- Invest in developing your team’s leadership capability—providing mentorship, feedback, and career growth opportunities that empower people to do their best work.
- Represent the voice of the customer in strategic planning, influencing product direction, service delivery, and overall customer experience.
Requirements
- 10+ years leading and developing customer-facing teams
- 7+ years in a customer-focused services role (Customer Success, Consulting, or Account Management) managing escalations and executive-level relationships.
- Experience with Workday Adaptive Planning
- Visionary leader who inspires trust, collaboration, and results.
- Demonstrated ability to operate strategically while maintaining operational rigor.
- Exceptional communication and executive presence, comfortable engaging C-suite audiences.
- Skilled at managing change, scaling organizations, and influencing across complex global structures.
- Experience building data-driven programs to track performance and forecast outcomes.
- Passionate about developing people and creating a culture of continuous learning and accountability.
- Ability to travel up to 35%.
Benefits
- Health insurance
- 401(k) matching
- Flexible work arrangements
- Professional development
- Bonuses
- Stock options
- Paid time off
- Equipment allowances
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer success strategydata-driven programsperformance trackingforecasting outcomesescalation managementexecutive-level relationship managementoperational rigorchange managementteam efficiency enhancementbest practices operationalization
Soft skills
leadershipmentorshipcommunicationexecutive presencetrust buildingcollaborationinfluencingstrategic thinkingcontinuous learningaccountability
