Specialized Customer Success Manager, CLM (Evisort)

External

Workday · GA, Atlanta

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About the role

Join our team and experience Workday CLM (Evisort) within the Specialized Customer Success team in Workday's Customer Success Center of Excellence organization (CoE). 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. 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. 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. By automating manual work, facilitating collaboration, and streamlining operations, CLM enables businesses to move faster and make better decisions. 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 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.

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 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.

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.

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Specialized Customer Success Manager, CLM (Evisort)

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