# Customer Success Manager

**Company**: Workday
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://workday.wd5.myworkdayjobs.com/en-US/Workday/job/Singapore/Senior-Manager--APAC-Customer-Success_JR-0110570?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_46af451b-395

## Description

We're seeking an experienced Customer Success Manager to lead our new team in Malaysia, supporting customers across APAC. As a Customer Success Manager, you will be the liaison between our Professional Services and Production Services teams, ensuring quality service and operational performance for our customers.

Responsibilities:

- Handle overall responsibility for coordinating the customer relationship

- Act as a liaison between product management and the customer, presenting the Workday roadmap and its influence on customer activities

- Develop success plans for customers, outlining critical success factors, metrics for success, potential issues, and recommendations

- Prioritize and drive resolution on raised customer concerns

- Promote opportunities for two-way communication

- Supervise and facilitate the customer's adoption of our solution features and functionality

- Use customer relationships as needed for prospect references

- Keep customers advised of process and procedural changes

Requirements:

- 8+ years as a people manager of Customer Success teams

- 5+ years of Customer management experience in a complex software or SaaS environment

- 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%

## Skills

### Required
- Customer Success
- Leadership
- Communication
- Problem-solving

### Nice to have
- SaaS
- Software
- Account Management
- Executive Leadership

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Source: [Apply at workday.wd5.myworkdayjobs.com](https://workday.wd5.myworkdayjobs.com/en-US/Workday/job/Singapore/Senior-Manager--APAC-Customer-Success_JR-0110570?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)