Job Summary

The Customer Success Lead manages the successful delivery of post‑implementation Tier3 services on the Workday platform for a portfolio of Strada clients. The role serves as the primary delivery contact, strengthens client relationships, and coordinates with internal teams to ensure delivery excellence.

Client Relationships & Client Management

- Manage and nurture solid relationships with 8‑12 aligned clients.
- Act as the first escalation point for delivery concerns and new requests.
- Partner with Sales and other internal teams to grow existing client revenue and win new business.
- Ensure adherence to Strada workflow and documentation standards through governance processes and tools (workflow, hours reports, invoices, audit reports).
- Oversee recurring hour renewals, ensure clients utilize allocated hours, and maintain annual forecast spreadsheets for accurate revenue reporting.
- Provide weekly hours reporting to support client accrual processes and resolve discrepancies.
- Approve invoices, review invoice accuracy, and follow up on payments, coordinating with accounting for any discrepancies.
- Create and maintain customer scorecards following platform standard practices.
- Assist in the development of new tools and processes.

Delivery Management

- Coordinate client delivery with functional and technical subject matter experts.
- Identify out‑of‑scope tasks, close or complete them early, and maintain task momentum.
- Lead internal and client‑facing meetings to prioritize work, track status, and address project risks.
- Manage client expectations, resolve gaps, and coordinate with stakeholders and leadership.
- Review and evaluate discretionary change requests.
- Allocate appropriate resources to tasks, working with resource managers, domain leads, and team leads.
- Manage small projects as needed.

Knowledge, Education, Certification,



Skills & Technical Proficiencies

- Bachelor’s degree or equivalent experience in a technical, business, or financial discipline.
- Required or preferred platform application certification; non‑certified candidates must pass required certification(s) and ongoing recertification.
- Proven consultative skills to guide client and internal discussions toward timely solutions.
- Ability to engage on multiple concurrent projects and manage competing priorities.
- Strong organizational skills to prioritize complex work and meet quality standards.
- Experience in a fast‑paced, change‑frequent environment.
- Creative and analytical problem‑solving experience in dynamic environments.
- Advanced proficiency with Excel and PowerPoint.
- Strong verbal and written communication skills with the ability to articulate complex messages.
- Demonstrated commitment to delivery excellence and client satisfaction.

Work Experience

- 5+ years of account management / service delivery experience in technical solutions delivery (SaaS).
- 3+ years of experience in Human Resources or HRIS consulting or similar project experience (preferred).
- Experience with Software Development Life Cycle (SDLC) and/or Agile Methodologies.
- Experience managing and delivering ERP solutions.
- Experience influencing internal or external clients, leading meetings, and facilitating solutions.
- Experience implementing complex, practical business solutions under multiple deadlines.

Benefits

Health coverage, wellbeing programs, paid leave (vacation, sick, parental), retirement plans, learning opportunities, and more.

EEO Statement

Strada is an Equal Opportunity Employer and prohibits discrimination based on legally protected characteristics. We provide reasonable accommodations for disabilities and religious practices. Applicants may request reasonable accommodation by contacting their recruiter.

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📌 Workday Customer Success Lead (Australia)
🏢 Strada
📍 Australia