Customer Success Manager - Sana Learn

Workday; New York (NY); Hybrid; USD 120,000 - 192,000; Full time

Benefits offered by this job

Flexible work arrangement

Job summary

Workday, in New York City, seeks a Customer Success Manager to drive adoption and tangible outcomes for Sana Learn customers. You will manage a portfolio, define success plans, and monitor health to ensure lasting value and renewal opportunities.

You will partner with HR, IT, and business leaders to align initiatives with strategic priorities, lead executive reviews, and identify expansion opportunities across teams and geographies. Strong relationship-building and AI-driven mindset are required.

Qualifications

• 3+ years of experience in customer success, consulting, or similar roles in a SaaS environment (prefer experience in L&D or HCM environments)
• Experience working with enterprise customers
• 7+ years of experience in customer success, consulting, or similar roles in a SaaS environment (prefer experience in L&D or HCM environments)
• Experience working with 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 playbooks
• Experience driving adoption with measurable customer outcomes
• Outcome focused

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 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 prioritise 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

Customer Success

SaaS

Enterprise customers

Consulting

Job description

Your work days are brighter here. 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. The minute you join, you’ll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. We’re in this together, tackling big challenges with bold ideas and genuine care. 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. In return, we’ll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you’ve found a match in Workday, and we hope to be a match for you too.

About The Team

We believe that everything starts with learning. And that by changing the way the world learns, we can change the world for the better. If that’s a mission that excites you, you’ll be in great company at Sana in Workday.

We’re on a mission to revolutionise how humans access knowledge through artificial intelligence. Throughout history, breakthroughs in knowledge sharing, from the Library of Alexandria to the printing press to Google, have been pivotal drivers of human progress. Today, as the volume of human knowledge grows exponentially, making it accessible and actionable remains one of humanity’s most critical challenges. We’re building a future where knowledge isn’t just more accessible; it’s a catalyst for achieving the previously impossible. If all of this sounds exciting, you’re in the right place.

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 prioritise 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.

• This role requires working out of the Sana NYC office 3 days a week***

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 (Customer Success Manager, P3)

• 3+ years of experience in customer success, consulting, or similar roles in a SaaS environment (prefer experience in L&D or HCM environments)
• Experience working with enterprise customers

Experience working with senior stakeholders (e.g. MBB, Tier 2 consulting, or similar roles)

Basic Qualifications (Senior Customer Success Manager, P4)

• 7+ years of experience in customer success, consulting, or similar roles in a SaaS environment (prefer experience in L&D or HCM environments)
• Experience working with enterprise customers

Experience working with senior stakeholders (e.g. MBB, Tier 2 consulting, or similar roles)

Other Qualifications:

• Implementation experience of a SaaS product
• Ability to thrive in an environment with limited playbooks
• Experience with incorporating AI into client workstreams
• Experience driving adoption with measurable customer outcomes
• Outcome focused

VISA Sponsorship is not available for this role

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.Sana

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

Additional US Location(s) Base Pay Range: $90,300 USD - $160,400 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.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law.

Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law.

If you require a reasonable accommodation, you may email [e-mail], as far in advance as possible.

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