customer support
Posted 20 hours agoSpecialized Customer Success Manager, CLM (Evisort)
at Workday
Vancouver, CanadaRemote
Responsibilities
- 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.
- Collaborate cross-functionally with Sales, Core Customer Success, Services, Product, and Operations to deliver cohesive, reusable engagement motions and ensure clear handoffs and ownership.
- 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.
- 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.
Requirements
- 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.
- As a CLM Customer Success Manager, you’ll be part of a specialized team focused on driving deep, measurable adoption and value realization for AI-powered contract lifecycle management workflows.
- Workday’s Contract Lifecycle Management (CLM) solution leverages cutting-edge AI technology to make contracts searchable, simplify deal-making processes, reduce costs, and manage risk.
- 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.
- 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.
- 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.
- Help identify which CLM-specific motions are ready to scale or graduate as product maturity increases. About You Basic
- experience in a customer-facing services role (Customer Success, Consulting, Engagement Management, or similar) within complex SaaS environments. 3+ years of
- experience managing customer relationships focused on adoption, value realization, and long-term success. 1+ years of Contract Lifecycle Management (CLM) experience required. Basic
- experience in a customer-facing services role (Customer Success, Consulting, Engagement Management, or similar) within complex SaaS environments. 4+ years of
- Qualifications Proven ability to lead complex, strategic customer engagements with multiple stakeholders. Strong
- experience using data and adoption metrics to assess maturity and tell a compelling value story.
- Demonstrated ability to collaborate effectively across Sales, Services, and Product.
Experience
- Qualifications (Required)-Customer Success Manager 5+ years of
- Qualifications (Required) Sr. Customer Success Manager 8+ years of
Benefits
- 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.
- Ability to travel up to 20% Workday Pay Transparency Statement The annualized base salary ranges for the primary location and any additional locations are listed below.
- Workday pay ranges vary based on work location.
- As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants.
- Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things.
- Primary Location: CAN.BC.Vancouver Primary Location Base Pay Range: $93,900 CAD - $140,900 CAD Additional US Location(s) Base Pay Range: $90,300 USD - $160,400 USD Additional Considerations: If performed in Colorado, the pay range for this job is $95,000 - $142,600 USD based on min and max pay range for that role if performed in CO.
Additional details
- 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.
- 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.
- experience Workday CLM (Evisort) within the Specialized Customer Success team in Workday’s Customer Success Center of Excellence organization (CoE).
- 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 Workday’s emerging, high-impact products.
- By automating manual work, facilitating collaboration, and streamlining operations, CLM enables businesses to move faster and make better decisions.