Customer Success Manager Sana Learn

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

We believe that everything starts with learning. And that by changing the way the world learns we can change the world for the better. If thats a mission that excites you youll be in great company at Sana in Workday.
Were on a mission to revolutionise how humans access knowledge through artificial intelligence. Throughout history breakthroughs in knowledge sharing from the Library of Alexandria to the printing press to Google have been pivotal drivers of human progress. Today as the volume of human knowledge grows exponentially making it accessible and actionable remains one of humanitys most critical challenges. Were building a future where knowledge isnt just more accessible; its a catalyst for achieving the previously impossible. If all of this sounds exciting youre in the right place.

About the Role

As 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 Youll Do
Own Customer Outcomes
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
Drive Adoption and Value Realization
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 valuenot just use the product
Act as a Strategic Partner
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
Maintain Visibility Across the Customer Journey
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
Drive Retention and Growth
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
Contribute to How We Scale
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
What Will Help You Thrive
You are naturally curious and always seeking to learn
You are comfortable operating in ambiguity and solving open-ended problems
You are impact-driven and focused on outcomes not activity
You have an entrepreneurial mindset and enjoy building and improving how things work
You collaborate effectively and influence without authority
You are energized by learning AI and driving change in organizations

About You

We 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 activity

Basic Qualifications:
3 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 outcomes

Other Qualifications:

• Implementation experience of a SaaS product
• Ability to thrive in an environment with limited playbook
• Experience with incorporating AI into client workstreams
• Outcome focused
  

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.

Primary Location: York City

Primary Location Base Pay Range: $128200 USD - $192200 USD

Additional US Location(s) Base Pay Range: $108200 USD - $192200 USD

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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