Customer Success Manager - Sana Learn

Customer Success ManagerYour 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 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 OutcomesOwn a portfolio of customers using Sana Learn, accountable for adoption, engagement, and long-term valueDefine success plans, KPIs, and measurable outcomes aligned to customer goalsMonitor customer health using product usage, stakeholder feedback, and renewal signalsIdentify risks early and drive clear mitigation plansDrive Adoption and Value RealizationLead conversations with customers to define what success looks like and how to achieve itDesign adoption strategies that drive meaningful usage and sustained engagementHelp customers move from initial usage to scaled, organization-wide impactEnsure customers realize value—not just use the productAct as a Strategic PartnerWork closely with HR, L&D, IT, and business leaders to connect Sana Learn to business prioritiesHelp customers identify and prioritize high-impact use casesBring structure to ambiguous challenges and drive them to outcomesElevate conversations from product usage to measurable business impactMaintain Visibility Across the Customer JourneyStay closely aligned to customer progress to ensure continuity into long-term successMaintain a clear view of risks, progress, and outcomes across each accountEnsure customers are set up for sustained success over timeDrive Retention and GrowthLead Executive Business Reviews (EBRs), clearly articulating value, outcomes, and future opportunitiesIdentify expansion opportunities across teams, use cases, and geographiesPartner with account teams to support renewals and long-term growthBring customer stories to life to bringContribute to How We ScaleTranslate customer insights into AI-native playbooks, health models, and adoption strategies that can be scaled across the CS organizationDefine 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 successPartner cross-functionally to embed guidance directly into workflows and in-product experiencesAct as a proving ground for "leapfrog" CS — testing, refining, and operationalizing new AI-driven motions before scaling broadlyContribute to building a scalable, high-impact, AI-native customer success model for WorkdayWhat Will Help You ThriveYou are naturally curious and always seeking to learnYou are comfortable operating in ambiguity and solving open-ended problemsYou are impact-driven and focused on outcomes, not activityYou have an entrepreneurial mindset and enjoy building and improving how things workYou collaborate effectively and influence without authorityYou 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 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 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 focused