[Remote] Customer Success Manager - Sana Learn

Note: The job is a remote job and is open to candidates in USA. Workday is a leading AI platform focused on managing people, money, and agents, and they are seeking a Customer Success Manager to work with organizations adopting Workday Learn. In this role, you will ensure customers achieve meaningful outcomes from their investment by driving adoption, value realization, and long-term success.

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 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
• 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

• 3+ years of experience in customer success, consulting, or similar roles in a SaaS environment (prefer experience in L&D or HCM environments)
• Proven ability to drive adoption and measurable customer outcomes
• Experience working with enterprise customers and 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 playbook
• Experience with incorporating AI into client workstreams
• Outcome focused

Benefits

• 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.
• Workday’s comprehensive benefits
• Flex Work: combining the best of both worlds: in-person time and remote.
• 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).
• Freedom to create a flexible schedule that caters to your business, team, and personal needs.
• Opportunity to come together in our offices for important moments that matter.
• Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.
• Workday is committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills.
• Employee Referral process
• 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.

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