Customer Success Manager - Sana Learn

HR Tech Job; New York (NY); On-site; USD 128,200 - 192,200; Full time

Benefits offered by this job

Workday Bonus Plan

Annual stock grants

Flexible work schedule

Job summary

Workday, Inc. seeks a Customer Success Manager in New York City to lead customer engagement and adoption of Workday Learn. The role requires collaboration with enterprise clients and insights into customer health.

The ideal candidate possesses strong problem-solving skills and experience in customer success. This position offers a base salary range of $128,200–$192,200 annually, with potential bonuses and stock grants. Workday promotes flexible work, balancing remote and onsite presence to foster effective partnerships.

Qualifications

• 3+ years of experience in customer success, consulting, or similar roles.
• Experience working with enterprise customers and senior stakeholders.
• Proven ability to drive adoption and measurable customer outcomes.

Responsibilities

• Own a portfolio of customers ensuring successful adoption and engagement.
• Define success plans and monitor customer health.
• Lead Executive Business Reviews, articulating value and outcomes.
• Identify expansion opportunities across teams and use cases.

Skills

Customer success experience

Analytical skills

Strategic problem solving

Adaptability

Education

3+ years of experience in customer success or related fields

Tools

AI tools

Data analysis software

Job description

Workday is a Fortune 500 company and a leading AI platform for managing people, money, and agents. We build solutions that help organizations empower their workforce and unlock their potential.

About the Role

As a Customer Success Manager for Sana Learn, you will partner with leading organizations adopting Workday Learn. You will own customer adoption, value realization, and growth from early engagement through long‑term success. This role blends customer success with strategic problem solving and change leadership.

What You’ll Do

• 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.
• 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, 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.
• Translate customer insights into AI‑native playbooks, health models, and adoption strategies that can be scaled across the CS organization.
• Define and codify AI‑first customer journeys from initial adoption to measurable business outcomes.
• Leverage agents, product telemetry, and AI‑driven insights to move from reactive to proactive and predictive customer success.
• Embed guidance directly into workflows and in‑product experiences.
• Act as a proving ground for new AI‑driven CS motions before scaling broadly.
• Build 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.
• Must be within commuting distance to the Workday NYC office.

About You

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

Backgrounds We Value

• 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.
• Implementation or Transformation Roles: Experience driving large‑scale change, adoption, or system rollouts within enterprise organizations.

Key Traits

• A builder who improves systems, not just follows them.
• Comfortable operating with ownership and autonomy.
• Ability 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.
• Proven ability to drive adoption and measurable customer outcomes.

Pay Transparency Statement

• Primary Location – New York City: $128,200–$192,200USD annualized base salary.
• Additional US Locations: $108,200–$192,200USD annualized base salary.
• Role may qualify for a Workday Bonus Plan and annual refresh stock grants.

Our Approach to Flexible Work

We combine in‑person and remote work. Team members spend at least 50% of their time each quarter in the office or in the field with customers, prospects, and partners. This flexibility allows you to create a schedule that fits your business and personal needs while fostering strong community connections.

Equal Employment Opportunity & Accommodations

Workday is an Equal Opportunity Employer, including individuals with disabilities and protected veterans. Pursuant to applicable Fair Chance law, we consider qualified applicants with arrest and conviction records. We are committed to providing an inclusive hiring experience; please contact [e-mail] if you need assistance or an accommodation.