Note: The job is a remote job and is open to candidates in USA. Workday is a Fortune 500 company and a leading AI platform for managing people, money, and agents. As a Customer Success Manager, you will ensure that organizations adopting Workday Learn achieve meaningful outcomes from their investment, driving customer engagement and value realization throughout their journey.
Responsibilities
- Own a portfolio of customers using Sana Learn, accountable for adoption, engagement, and long-term value
- Define success plans, KPIs, and measurable outcomes aligned to customer goals
- Monitor customer health using product usage, stakeholder feedback, and renewal signals
- Identify risks early and drive clear mitigation plans
- Lead conversations with customers to define what success looks like and how to achieve it
- Design adoption strategies that drive meaningful usage and sustained engagement
- Help customers move from initial usage to scaled, organization-wide impact
- Ensure customers realize value—not just use the product
- Work closely with HR, L&D, IT, and business leaders to connect Sana Learn to business priorities
- Help customers identify and prioritize high-impact use cases
- Bring structure to ambiguous challenges and drive them to outcomes
- Elevate conversations from product usage to measurable business impact
- Stay closely aligned to customer progress to ensure continuity into long-term success
- Maintain a clear view of risks, progress, and outcomes across each account
- Ensure customers are set up for sustained success over time
- Lead Executive Business Reviews (EBRs), clearly articulating value, outcomes, and future opportunities
- Identify expansion opportunities across teams, use cases, and geographies
- Partner with account teams to support renewals and long-term growth
- Bring customer stories to life to bring
- Translate customer insights into AI-native playbooks, health models, and adoption strategies that can be scaled across the CS organization
- Define and codify what AI-first customer journeys look like (from initial adoption → scaled impact → measurable business outcomes)
- Leverage agents, product telemetry, and AI-driven insights to move from reactive to proactive and predictive customer success
- Partner cross-functionally to embed guidance directly into workflows and in-product experiences
- Act as a proving ground for 'leapfrog' CS — testing, refining, and operationalizing new AI-driven motions before scaling broadly
- Contribute to building a scalable, high-impact, AI-native customer success model for Workday
Skills
- 3+ years of experience in customer success, consulting, or similar roles in a SaaS environment (prefer experience in L&D or HCM environments)
- Proven ability to drive adoption and measurable customer outcomes
- Experience working with enterprise customers and senior stakeholders (e.g. MBB, Tier 2 consulting, or similar roles)
- Implementation experience of a SaaS product
- Ability to thrive in an environment with limited playbook
- Experience with incorporating AI into client workstreams
- Outcome focused
Benefits
- This role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants
- With Flex Work, we’re combining the best of both worlds: in-person time and remote
- Spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners
Company Overview