Senior Manager, Customer Success - Specialized Products

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 Specialized Customer Success is a forward-looking team within the Customer Success Center of Excellence (CoE), dedicated to driving adoption, value realization, and retention for Workday's most innovative, AI-enabled products. We are shaping how Customer Success operates in an AI-enabled world — building the engagement models that help customers understand, trust, and get the most out of emerging AI solutions. What makes our work unique is that we sit at the intersection of strategy and execution. We partner cross-departmentally to translate evolving AI strategy into repeatable, outcome-driven practices that scale across the organization. If you are energized by building something new, iterating quickly, and helping customers realize the full potential of AI, this is the team for you. About the Role As a Senior Manager, Customer Success – Specialized Products, you will lead a team of Specialized Customer Success Managers (CSMs) focused on driving product adoption, value realization, retention, and expansion for AI-enabled and rapidly evolving products. You will operationalize Customer Success for emerging solutions — ensuring consistent, high-impact execution while shaping how these motions grow and scale across the organization. You will partner closely with cross-functional leaders to translate evolving AI strategy into repeatable, outcome-driven execution for your team and the broader CoE. In this role, you will be responsible for: Leading and developing a team of CSMs supporting innovative, AI-enabled products, setting clear performance expectations tied to customer outcomes, adoption, retention, and growth Building AI literacy across the team and customer base, helping customers understand, trust, and confidently adopt AI capabilities Owning post-go-live success across your portfolio, including customer health, value delivery, renewal readiness, and risk management Designing, testing, and operationalizing playbooks, engagement models, and success motions tailored to AI-enabled solutions, and scaling what works across the broader Customer Success organization Leading executive-level conversations and Executive Business Reviews focused on business outcomes, return on investment, and responsible AI adoption Developing customer advocacy and reference stories, including case studies that highlight measurable AI-driven impact Partnering cross-departmentally with Customer Success, Sales, Product, Support, Operations, and Digital programs teams to align on customer strategies and drive coordinated execution Helping evolve the Customer Success operating model for new and emerging use cases About You Basic Qualifications 8+ years of experience in Customer Success, Consulting, Strategy, or related roles in complex environments 5+ years of people leadership experience, including developing high-performing teams Experience working with enterprise customers and executive-level decision-makers Demonstrated success driving adoption, retention, and expansion outcomes Other Qualifications Experience resolving customer issues and managing escalations at both the business-owner and executive levels, with the ability to assess complex situations, identify root causes, and coordinate cross-functional resources for resolution Demonstrated executive presence, including the ability to lead meetings with senior leaders, communicate clearly in high-visibility forums, and represent the Customer Success organization with confidence and credibility Skilled at building and maintaining productive relationships with customers, internal partners, and cross-functional teams, especially at the executive level Experience leading through accountability, continuous learning, and improvement — fostering the growth and development of others by providing timely, direct, and actionable feedback Comfortable operating in ambiguous, rapidly changing environments, using data and outcomes to make informed decisions and refine approaches Experience working in or with AI-enabled or rapidly evolving products, ideally in environments that required building new processes, playbooks, or engagement models Background in consulting, value-focused customer engagement, or strategic program development Experience partnering across multiple functions (e.g., Sales, Services, Product Management) to drive aligned execution Ability to manage multiple priorities and initiatives concurrently, using data to inform prioritization and decisions Excellent verbal and written communication skills Ability to travel up to 35% 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.GA.AtlantaPrimary Location Base Pay Range: $153,100 USD - $229,700 USDAdditional US Location(s) Base Pay Range: $145,500 USD - $258,400 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. At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email View email address on click.appcast.io . Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process! At Workday, we value our candidates’ privacy and data security. Workday will never ask candidates to apply to jobs through websites that are not Workday Careers. Please be aware of sites that may ask for you to input your data in connection with a job posting that appears to be from Workday but is not. In addition, Workday will never ask candidates to pay a recruiting fee, or pay for consulting or coaching services, in order to apply for a job at Workday. #J-18808-Ljbffr HR Tech Job