Sr. Specialized Customer Success Manager, Talent AI

Your work days are brighter here.

Were 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 were shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join youll 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. Were 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 youre building smarter solutions supporting customers or creating a space where everyone belongs youll do meaningful work with Workmates whove got your return well 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 youve found a match in Workday and we hope to be a match for you too.

About the Team

About the Role

The Specialized Customer Success Manager for Talent AI is a customer-facing role at the intersection of AI value realization Talent Acquisition transformation and strategic Customer Success. You will work in close collaboration with the Workday account team as a specialized overlay bringing deep domain and product expertise and best practices to accelerate adoption and customer maturity against clearly defined success milestones while influencing retention advocacy and expansion.

Responsibilities

• Serve as a strategic partner to customers guiding them through the organizational change workflow redesign and operating model shifts required to unlock the full value of AI in Talent Acquisition.

• Design and own structured success plans for your portfolio aligned to our Customer Success framework (personas adoption definitions maturity milestones and standard engagements) and tailored to each customers starting point and objectives.

• Lead proactive planned customer engagements (e.g. onboarding value realization optimization and expansion workshops) that accelerate adoption and maturity.

• Use production usage data health indicators and customer feedback to assess adoption and maturity prioritize where to invest time and adjust success plans based on what is driving measurable value.

• Collaborate cross-functionally (e.g. with Sales Core Customer Success Services Product and Operations) to create cohesive reusable customer engagement motions and define and document clear handoffs ownership and engagement models.

• Act as a trusted advisor and AI subject matter expert to senior stakeholders in HR Talent Acquisition and IT effectively communicating the Workday HiredScore roadmap best practices and value stories.

• Identify nurture and operationalize customer advocacy opportunities (reference calls quotes case studies executive references) in partnership with Sales Marketing and Product.

• Contribute to continuous improvement of our Customer Success framework by sharing learnings refining playbooks and helping to standardize motions that can scale without increasing cost to serve.

Expected Results Within 36 Months

Within your first 36 months you are expected to:

• Develop deep working expertise in Workday Talent AI capabilities including core workflows key personas and common adoption patterns across enterprise Talent Acquisition organizations.

• Independently manage a portfolio of key customers or engagements using success plans and adoption definitions that map to defined Customer Success outcomes.

• Demonstrate measurable adoption and maturity progress for your accounts as evidenced by improved usage metrics risk reduction or readiness for expansion.

• Show clear influence on retention and advocacy outcomes through improved health of your portfolio surfaced risk signals and identification of referenceable customers and value stories.

• Actively participate in refining and validating at least one standardized HiredScore engagement model (e.g. onboarding optimization or expansion motion) that is repeatable and usable by peers and partner Customer Success teams.

• Establish strong trusted relationships with both customer executives and internal cross-functional partners with positive feedback on clarity of roles motions and expectations.

• Help identify which specialized motions are ready to scale or graduate as product maturity increases.

About You

Basic Qualifications

• 5 years of experience in a customer-facing services role (Customer Success consulting account management value management or similar) within a complex software or SaaS environment.

• 2 years of demonstrated experience with AI/ML or data-driven products/solutions in a customer-facing capacity (e.g. advisory implementation optimization or value realization).

• 2 years of demonstrated experience in Talent Acquisition or Human Resources gained from working in recruitment/TA operations or supporting customers in the HR technology / TA tech space.

Other Qualifications

• Proven expertise in leading and managing complex strategic customer engagements with multiple stakeholders and workstreams ideally in a specialized or overlay function.

• Strong experience designing and executing structured success plans or programs that drive adoption maturity and measurable value outcomes over time.

• Demonstrated ability to use data and health/adoption metrics to prioritize work assess customer maturity and tell a compelling value story to both business and technical audiences.

• Consistent track record of collaborating and building strong positive relationships with customers including at the executive level (e.g. CHRO Head of Talent Acquisition HRIS leadership).

• Excellent verbal and written communication skills with the ability to chair executive-level meetings translate complex AI and workflow concepts into clear business language and influence decision-making.

• Proven ability to engage and collaborate across multiple internal teams and functions.

• Comfortable operating in evolving incubating environments where frameworks are being refined processes are being standardized and motions are actively being tested and scaled.

• Bachelors degree or equivalent work experience; Business HR or Technical degree preferred.

• Ability to travel up to 15%.

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 candidates 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 Workdays comprehensive benefits please click here.

Additional Considerations:

Our Approach to Flexible Work

With Flex Work were 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 youll 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.

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