Customer Success Manager in Adelaide

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. Our culture is rooted in integrity, empathy, and shared enthusiasm. 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.

The Paradox Customer Success team sits within Workday's broader Customer Success Center of Excellence (CoE) organisation, dedicated to helping customers realise the full value of Paradox — the conversational AI candidate experience platform. Paradox is a candidate experience agent that uses conversational AI to simplify every step of the job application journey, particularly for frontline industries.

As a Customer Success Manager, you work directly with customers to improve their overall user experience with Workday, helping them achieve their business goals with our AI-powered solutions.

In this role, you will be responsible for:

• Serving as the primary contact for Paradox clients in APAC, guiding them toward their business goals and ensuring they get maximum value from our solutions.
• Delivering exceptional service throughout the entire client journey and facilitating the customer's adoption of our solution features and functionality with an understanding of their overall business needs.
• Developing success plans for customers that outline their critical success factors, metrics for success, potential issues, and provide recommendations.
• Leading Quarterly Business Reviews that proactively monitor client success and product adoption, while continuously uncovering new insights into evolving goals, challenges, and opportunities.
• Providing deep product expertise and serving as the subject matter expert for platform use.
• Collaborating with globally distributed teams and regional clients to drive ongoing product improvements and develop creative new solutions.
• Building meaningful relationships across client organisations that contributes to advocacy, renewal and expansion opportunities.

Basic Qualifications:

• 4+ years of experience in client success, customer service or account management roles.
• Technical understanding of HR technology ecosystems, including ATS, CRM, HCM, and other related technologies.
• Escalation management and adoption planning experience preferred.
• Proven track record to collaborate and build strong relationships with customers especially at the executive level.
• Comfortable working remotely with a cross-functional team and clients across different time zones.

Other Qualifications:

• Functional domain expertise with HR/recruiting software experience or demonstration of equivalent experience with Paradox solutions.
• Customer management experience in a complex software or SaaS environment.
• Demonstrated ability to engage across corporate functions (Sales, Services and Product Management).
• Excellent organisation, time management, data analysis, and communication skills.
• Ability to travel up to 30%.

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.