Client success manager Jobs in Dübendorf

About the Role

The Customer Success Manager (CSM) is Workday’s bridge between our Professional Services and Production Services teams. As a CSM, you will advocate on behalf of Workday customers and take a team-based approach to helping customers succeed with Workday. You will work directly with customers to improve their overall user experience, working one-on-one with customers who request a more personalised dialogue beyond the already established one-to-many communication channels. You will be accountable for the overall customer wellbeing by supervising customer health, driving customer adoption, supporting the billable areas of the business, and acting as a partner concern point for customer issues. You will be a part of an excellent Services team, working across the DACH region, having control of your own schedule and customer interactions.

What you’ll be doing:

• Build and maintain trusted advisor relationships with executive sponsors, business owners and key operational contacts, aligning Workday to their strategic and operational objectives.

• Develop, own and regularly update outcome‑based Customer Success Plans that define value hypotheses, adoption priorities, milestones, risks and clear success metrics.

• Proactively monitor customer health, using data (usage, adoption, support patterns) and qualitative insight to anticipate risks and drive timely mitigation and recovery plans.

• Drive adoption of existing and new Workday capabilities – including AI, automation, analytics and new product features – through best‑practice guidance, release coaching and targeted enablement.

• Lead regular executive and operational reviews, telling a clear value story, showcasing achievements, and recommending optimisation opportunities and next‑step initiatives.

• Act as the central customer advocate inside Workday, orchestrating the right resources from Services, Support, Product Management, Partners and Sales to address customer needs and opportunities.

• Capture and structure customer feedback to influence product roadmap, usability and service improvements, closing the loop with customers where appropriate.

• Collaborate with Sales and Professional Services to identify, shape and support follow‑on projects and expansion opportunities that drive additional business value for the customer.

• Promote and connect customers to relevant Workday programs (education, communities, user groups, advisory councils) to help them build strong internal capability and governance

About You

Basic Qualifications

• Demonstrated experience in a customer‑facing role in SaaS or cloud enterprise software (e.g. customer success, consulting, account management, solution consulting), working with mid‑to‑large enterprise customers.

• 5+ years experience in HR, Finance, ERP or related transformation domains, with a strong understanding of how technology supports people, finance and operational processes.

• Proven track record guiding organisations through change: from deployment or major releases to ongoing optimisation and continuous improvement.

• Experience managing a portfolio of customers or complex programs, balancing strategic conversations with hands‑on execution.

Other Qualifications

• Strategic advisor: Able to understand a customer’s business model, operating model and transformation agenda, and connect Workday capabilities to clear business outcomes and value.

• Data‑driven: Comfortable interpreting product usage data, health signals and business KPIs, and using them to prioritise actions, tell a value story, and support recommendations.

• AI and digital‑first: Curious and confident working with AI‑driven features, automation and analytics, and able to explain their impact and responsible use to business stakeholders.

• Change and adoption: Skilled at influencing behaviour change (e.g. role‑based enablement, champions, comms), and at designing low‑touch and high‑touch engagement approaches.

• Executive communication: Able to engage credibly with C‑level and senior leaders, structure compelling narratives, and facilitate steering committees and decision‑making forums.

• Collaboration and orchestration: Effective at bringing together cross‑functional teams (Sales, Services, Support, Partners, Product) to present “one Workday” to the customer.

• Learning agility: Demonstrated ability to quickly learn new products, features and ways of working, and to adapt in a fast‑changing environment.

• Ability to travel up to 35%

• Proficiency in English and German is essential

• Zurich based only

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.