About the Role

As a Customer Success Manager, you will work with leading organizations adopting Workday Learn, powered by Sana (joint WD + Sana Learn customers), ensuring they achieve meaningful outcomes from their investment.
You will partner with customers from early stages through long-term success, owning adoption, value realization, and growth. You are accountable for ensuring customers realize measurable impact from Sana Learn.
This role combines customer success, strategic problem solving, and change leadership. You will work alongside a highly driven, entrepreneurial team and play a key role in how customers succeed with Sana.
What You'll Do
Own Customer Outcomes
• 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
Drive Adoption and Value Realization
• 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
Act as a Strategic Partner
• 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
Maintain Visibility Across the Customer Journey
• 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
Drive Retention and Growth
• 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
Contribute to How We Scale
• 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
What Will Help You Thrive
• You are naturally curious and always seeking to learn
• You are comfortable operating in ambiguity and solving open-ended problems
• You are impact-driven and focused on outcomes, not activity
• You have an entrepreneurial mindset and enjoy building and improving how things work
• You collaborate effectively and influence without authority
• You are energized by learning, AI, and driving change in organizations

About You

We are looking for individuals who thrive in fast-moving, ambiguous environments and are motivated by building and improving how things work.

***Must be within commuting distance to the Workday NYC office***

Strong candidates often come from one of the following backgrounds:
• Enterprise Customer Success: High-performing CSMs who have driven adoption, value, and expansion in complex B2B SaaS environments
• Consulting or Strategy: Experience solving ambiguous problems and working directly with senior stakeholders (e.g. MBB, Tier 2 consulting, or similar roles)
• Implementation or Transformation Roles: Experience driving large-scale change, adoption, or system rollouts within enterprise organizations
Regardless of background, you are:
• A builder who improves systems, not just follows them

Comfortable operating with ownership and autonomy
• Able to move from strategy to execution
• Focused on outcomes and impact, not just activity

Basic Qualifications
• 3+ years of experience in customer success, consulting, or similar roles
• Experience working with enterprise customers and senior stakeholders (e.g. MBB, Tier 2 consulting, or similar roles)
• Proven ability to drive adoption and measurable customer outcomes

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 candidate's 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 Workday's comprehensive benefits, please click here.

Primary Location: USA.NY.New York City

Primary Location Base Pay Range: $128,200 USD - $192,200 USD

Additional US Location(s) Base Pay Range: $108,200 USD - $192,200 USD

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. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.