Specialized Customer Success Manager, CLM (Evisort)

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About the Team

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.

You will work in close collaboration with the Workday account team as a specialized overlay bringing deep CLM domain expertise product knowledge and best practices to accelerate adoption and customer maturity against clearly defined success milestones. Through structured engagements and ongoing partnership you will influence retention advocacy and long-term 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.

• 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 customers starting point and objectives.

• Lead proactive planned customer engagements (e.g. onboarding value realization optimization and roadmap alignment) that accelerate adoption and maturity.

• Use product usage data health indicators and customer feedback to assess adoption prioritize efforts and adjust success plans based on what is driving measurable value.

• Collaborate cross-functionally with Sales Core Customer Success Services Product and Operations to deliver cohesive reusable engagement motions and ensure clear handoffs and ownership.

• Act as a trusted advisor to senior stakeholders across Legal Procurement Finance and IT translating CLM capabilities into clear business value.

• 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.

• 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 36 Months

Within your first 36 months you are expected to:

• Develop deep working expertise in Workday CLM (Evisort) capabilities workflows personas and common adoption patterns.

• 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.

• Actively participate in refining or validating at least one standardized CLM engagement motion that is repeatable and usable across the Specialized CS organization.

• Help identify which CLM-specific motions are ready to scale or graduate as product maturity increases.

About You

Basic Qualifications (Required)-Customer Success Manager

• 5 years of 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 Qualifications (Required) Sr. Customer Success Manager

• 8 years of experience in a customer-facing services role (Customer Success Consulting Engagement Management or similar) within complex SaaS environments.

• 4 years of experience managing customer relationships focused on adoption value realization and long-term success.

• 1 years of Contract Lifecycle Management (CLM) experience required.

Other 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.

• Excellent verbal and written communication skills including executive-level facilitation.

• Demonstrated ability to collaborate effectively across Sales Services and Product.

• Comfortable operating in evolving incubating environments where motions are being refined and scaled.

• 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. Recruiters can share more detail during the hiring process. Each candidates compensation offer will be based on multiple factors including but not limited to geography experience skills job duties and business need among other things. For more information regarding Workdays comprehensive benefits please click here.

Additional Considerations:

Our Approach to Flexible Work

With Flex Work were 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 youll 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.

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