Customer Success Manager - Sana Learn

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 TeamWe 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 RoleAs 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 DoOwn 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 plansDrive 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 productAct 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 impactMaintain 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 timeDrive 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 bringContribute 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 WorkdayWhat 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 organizationsAbout YouWe 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 organizationsRegardless of background, you are: A builder who improves systems, not just follows themComfortable operating with ownership and autonomy Able to move from strategy to execution Focused on outcomes and impact, not just activityBasic Qualifications: 4+ 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 and senior stakeholders (e.g. MBB, Tier 2 consulting, or similar roles) Proven ability to drive adoption and measurable customer outcomesOther Qualifications:Implementation experience of a SaaS productAbility to thrive in an environment with limited playbookExperience with incorporating AI into client workstreamsOutcome focusedWorkday Pay Transparency StatementThe 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 CityPrimary Location Base Pay Range: $128,200 USD - $192,200 USDAdditional US Location(s) Base Pay Range: $90,300 USD - $160,400 USDOur Approach to Flexible WorkWith 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 View email address on click.appcast.io, as far in advance as possible.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.SummaryLocation: USA, NY, New York City; USA, NJ, RemoteType: Full Time