Digital Customer Success Program Manager

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

As a Digital Customer Success Program Manager you will play a central role in shaping how Workday scales its customer success programs globally. You will own and drive initiatives across a range of digital customer success areas from improving Customer Success tooling and platforms to designing digital customer journeys and exploring AI-powered productivity improvements for account teams.

As a newly formed team the work is dynamic. You will help establish an effective operating model and through our intake process and operating committee be assigned to the initiatives and programs that matter most to the field today. You will bring structure to ambiguity turning priorities into clear roadmaps and delivery plans that earn executive buy-in and cross-functional support.

Responsibility Examples include:

• Coordinating across technical teams (Systems AI Community) and Customer Success field organizations to ensure a unified One Workday digital roadmap

• Serving as a capability owner ensuring that digital touchpoints and internal tools directly support Workdays retention and growth objectives

• Facilitating the Digital CS Council acting as a field alignment hub to prioritize backlogs and manage global technology rollouts

• Designing and leading workshops including Future of CS visioning sessions to uncover opportunities for AI automation and process improvement

• Contributing to the end-to-end design of customer-facing touchpoints using data to map the value path from onboarding to renewal

• Acting as a primary liaison for regional leaders gathering field insights and needs to inform CoE investment and funding decisions

• Authoring and maintaining global standards reusable campaign templates and playbooks that enable 12 distinct organizations to scale their digital engagement consistently

About You

Basic Qualifications

• 5 years of experience in program management customer success operations digital customer engagement or a related field

• Experience translating business needs into roadmaps clearly defined requirements and delivery plans

Other Qualifications

• Cross-Functional Coordination: Experience coordinating activities and objectives across multiple departments or functions with the ability to ensure all teams are working toward common organizational goals and to improve collaboration across groups

• Governance and Operating Model Design: Familiarity with establishing and overseeing policies procedures and frameworks that guide program operations including facilitating councils intake processes and prioritization forums to ensure transparency and accountability

• Meeting Design and Facilitation: Ability to lead productive meetings and workshops that encourage participation foster open communication and lead to clear decisions from recurring operating reviews to visioning sessions

• Solution Planning and Business Process Improvement: Experience identifying problems generating potential solutions and developing implementation plans including applying design thinking and data analysis to improve operational efficiency and address business challenges

• Program Engagement and Communication: Ability to involve and build relationships with individuals and groups who have an interest in your programs develop effective communication approaches and build consensus across a range of partners at all levels of the organization

• Alignment to Business Objectives: Experience ensuring that programs tools and digital touchpoints are aligned to broader organizational goals including the ability to identify gaps and develop plans to close them

• Customer Success and Digital Engagement Expertise: Knowledge of Customer Success Digital Customer Success programs and Customer Success platforms (such as Gainsight and Planhat) is highly valued. Experience in the software industry with enterprise products is a plus.

• Adaptability and Resilience: Comfortable working in ambiguous fast-paced and constantly evolving environments. Able to adapt to shifting priorities remain focused under uncertainty and bring a positive solutions-oriented mindset to new challenges.

• Analytical Problem Solving: Skilled at analyzing situations evaluating diverse factors and developing thoughtful solutions with the interpersonal skills to influence decisions maintain productive relationships and collaborate effectively across teams

• Project Management Certification preferred (PMP Agile SAFe etc.)

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.

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.

At Workday we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point please email .

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.