WillHireSr Manager, APAC Customer Success
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
Our Customer Success Management Team plays a key role of being the link between our Customers, Sales, Professional Services and Production Services teams. This team work directly with production customers to enhance their overall user experience with Workday.
As part of our regional expansion, we are establishing a new Customer Success team based in Kuala Lumpur, Malaysia, to support customers across APAC. This team will play an important role in scaling our impact and ensuring consistent, high-quality customer engagement across the region.
We are looking for an experienced and motivated people leader who demonstrates strong leadership skills and a proven interest in building and developing high-performing teams
About the Role
Customer Success is Workday’s liaison between our Professional Services and Production Services teams. We plan and oversee enterprise-level support and service activities for Workday products and services for a designated customer or group of customers. We ensure quality service and operational performance, collaborate with sales and support groups to demonstrate value of support offering to customers and find opportunities for expanded support business. Our CSM team work directly with customers to improve their overall user experience with Workday.
Responsibilities:
- Handling overall responsibility for coordinating the customer relationship.
- Acting as a liaison between product management and the customer with a focus on presenting the Workday roadmap and how the roadmap will influence customer activities.
- Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
- Prioritizing and driving resolution on raised customer concerns.
- Promoting opportunities for two-way communication.
- Supervising and facilitating the customer's adoption of our solution features and functionality with providing Workday with an understanding of their overall business needs as they relate to our products.
- Using customer relationships as needed for prospect references.
- Keeping customers advised of process and procedural changes.
About You
Basic Qualifications
- 8+ years as a people manager of Customer Success teams
- 5+ years of Customer management experience in a complex software or SaaS environment.
Other Qualifications
- Experience in a Customer Success role that includes issue resolution and escalation management at both the business owner and executive levels
- Proven leadership through accountability, continuous learning, and improvement
- Experience encouraging the growth and development of others, providing timely, direct, and actionable feedback
- Ability to mentor a team of workmates to be highly effective at customer relationship building and de-escalation
- Embody strong account leadership skills; comfortable and seasoned in leading customers and providing an outstanding customer experience
- Skilled at building positive relationships with customers, especially at the executive level
- Excellent verbal and written communication skills, including the ability to chair meetings with executive leadership
- Demonstrated ability to engage across corporate functions (Sales, Services and Product Management)
- Ability to de-escalate critical customer concerns and lead commercial negotiations
- A successful track record of leading multiple priorities and initiatives concurrently, demonstrating data as appropriate
- Bachelor’s degree or equivalent work experience; Business or Technical degree preferred
- Ability to travel up to 35%
Our Approach to Flexible Work
With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email accommodations@workday.com.
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