Senior Customer Success Manager, Specialized Products (AI & Emerging)

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 TeamWorkday is evolving how Customer Success operates in an AI-enabled world. We are seeking a Customer Success Manager, Specialized Products, to help define the future of Customer Success for some of Workday’s most innovative and rapidly evolving AI-enabled solutions.In this role, you will focus on driving customer outcomes and value realization by combining strong customer success fundamentals with AI literacy, product fluency, and data-informed thinking. You will work closely with cross-functional teams and customers to translate evolving product capabilities into clear, repeatable motions that deliver measurable impact in fast-moving, ambiguous environments.You will also play a key role in enabling the broader Customer Success organization by codifying learnings from early and emerging AI products into scalable playbooks, guidance, and enablement.About the RoleDrive Customer Outcomes and Value RealizationPartner with internal teams and customers to define what success looks like for specialized and AI-enabled products, and align on measurable outcomesBuild comprehensive success and AI transformation plans that connect product capabilities to business objectives and change initiativesUse product data, telemetry, and customer feedback to understand adoption, engagement, and value realizationDesign and iterate on adoption approaches that help customers move from initial deployment to meaningful, measurable impactGuide customers on optimization of existing use cases and configurations to unlock incremental valueQuantify AI value by documenting and tracking clear business outcomes, ROI, and impact metrics to build internal business cases for expanded AI budget allocationResponsibilities you will perform as an AI CSM; Act as an AI-Literate, Product-Fluent Partner to Internal Teams & CustomersDevelop strong fluency in specialized and AI-enabled products, including common use cases, configurations, and best practicesMaintain practical fluency in the AI tech stack to enable credible, outcome-oriented customer conversationsIdentify new use cases and workflows where customers can apply AI-enabled capabilities to solve high-impact business problemsHelp customers understand how to use our products safely and effectively within their workflowsExplain product capabilities and AI concepts in accessible, business-focused language for a range of stakeholdersUse AI tools in your own work to accelerate analysis, content creation, and insight generationAI Change Management and Responsible AI GovernanceDrive AI change management by helping customers navigate the organizational, process, and skills shifts required to adopt AI toolsDevelop “Center of Excellence” frameworks and organizational enablement models to drive consistent, scalable adoption of AI toolsEnsure client adoption patterns align with responsible AI, ethical use, and platform integrity standardsPartner with customer champions and internal stakeholders to embed AI practices into day-to-day operations, governance, and decision-makingData Analysis and Proactive InsightsUse data skills to analyze usage patterns, feature adoption, and behavioral signals across your customer portfolioIdentify trends that predict churn risk, underutilization, or expansion opportunities, and translate them into clear actionsCollaborate with internal analytics and product teams to refine dashboards, signals, and success metrics that inform proactive engagementEnable Launch, Early Adoption, and CS Organization ReadinessEngage with customers ahead of go-live to prepare them for successful launch and early adoption of specialized and AI-enabled productsSupport the early phase of adoption, ensuring customers can activate priority use cases and realize initial value quicklyMaintain visibility into launch readiness, early usage patterns, and emerging risks or needs across your portfolioIdentify adoption barriers and friction points in the early stages and partner with Product, Support, Services, and Digital CS to address themCapture learnings, patterns, and best practices from early and emerging AI products and translate them into reusable guidance for the broader Customer Success organizationContribute to internal enablement, onboarding content, and in-product guidance so that Core Customer Success and adjacent teams can scale proven approaches across the wider customer baseCollaborate in a Matrixed, Fast-Moving EnvironmentWork closely with Core Customer Success, Services, Product, Support, and Digital CS to ensure aligned, coordinated executionInfluence without direct authority by using data, insight, and clear narratives about customer outcomes and AI impactContribute to a culture of curiosity, experimentation, and continuous improvement grounded in measurable resultsVISA Sponsorship is not available for this roleAbout YouBasic Qualifications (Required)Minimum 7 years of experience in Customer Success, Consulting, Strategy, or similar customer-facing rolesMinimum 7 year’s experience working with enterprise customers and senior stakeholders along with the ability to drive adoption and measurable customer outcomesOther QualificationsDemonstrated AI literacy: familiarity with AI concepts, AI-enabled workflows, and comfort using AI tools in your own workExperience working with specialized, AI-enabled, or rapidly evolving SaaS productsExperience designing or executing customer journeys or playbooks for new or emerging product areasFamiliarity with using product analytics, telemetry, or behavioral data to inform customer engagement and prioritizationWorkday 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.IL.ChicagoPrimary Location Base Pay Range: $143,400 USD - $215,200 USDAdditional US Location(s) Base Pay Range: $129,800 USD - $230,600 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, IL, Chicago; USA, TX, Frisco; USA, NY, New York City; USA, TX, Austin; USA, GA, Atlanta; Canada, BC, VancouverType: Full Time