Director, Customer Success – Adaptive Planning
WillHire
Senior Manager, Customer Success
WillHire
full-time
Posted on:
Location Type: Hybrid
Location: Pleasanton • California, Colorado, Texas, Virginia • 🇺🇸 United States
Visit company websiteSalary
💰 $149,400 - $224,100 per year
Job Level
SeniorLead
About the role
- Lead, build, coach, and develop a high-performing team of CSMs
- Establish clear goals and success metrics ensuring exceptional customer outcomes
- Serve as an executive sponsor for key accounts, ensuring customers feel heard and valued
- Partner across Sales, Services, Product, and Support to align on customer goals
- Develop and execute customer success plans improving satisfaction and engagement
- Oversee consistent delivery of customer programs and management of renewals and escalations
- Identify opportunities to enhance the customer journey and streamline processes
- Contribute to the evolution of Workday’s customer success strategy.
Requirements
- 7+ 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
- Strong coaching skills and a track record of developing future leaders
- Excellent communicator and facilitator with strong executive presence
- Proven success driving operational rigor, customer adoption, and business outcomes
- Comfortable leading through change and scaling best practices in a fast-paced environment
- Ability to travel up to 35%.
Benefits
- Workday Bonus Plan or role-specific commission/bonus
- Annual refresh stock grants
- Flexible work arrangements
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer successaccount managementescalation managementoperational rigorcustomer adoptionbusiness outcomesWorkday Adaptive Planning
Soft skills
coachingcommunicationfacilitationexecutive presenceleadershipchange management
