Senior Manager, Customer Success – Specialized Products

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

Specialized Customer Success is a forward-looking team within the Customer Success Center of Excellence (CoE) dedicated to driving adoption value realization and retention for Workdays most innovative AI-enabled products. We are shaping how Customer Success operates in an AI-enabled world building the engagement models that help customers understand trust and get the most out of emerging AI solutions.

What makes our work unique is that we sit at the intersection of strategy and execution. We partner cross-departmentally to translate evolving AI strategy into repeatable outcome-driven practices that scale across the organization. If you are energized by building something new iterating quickly and helping customers realize the full potential of AI this is the team for you.

About the Role

As a Senior Manager Customer Success Specialized Products you will lead a team of Specialized Customer Success Managers (CSMs) focused on driving product adoption value realization retention and expansion for AI-enabled and rapidly evolving products.

You will operationalize Customer Success for emerging solutions ensuring consistent high-impact execution while shaping how these motions grow and scale across the organization. You will partner closely with cross-functional leaders to translate evolving AI strategy into repeatable outcome-driven execution for your team and the broader CoE.

In this role you will be responsible for:

• Leading and developing a team of CSMs supporting innovative AI-enabled products setting clear performance expectations tied to customer outcomes adoption retention and growth

• Building AI literacy across the team and customer base helping customers understand trust and confidently adopt AI capabilities

• Owning post-go-live success across your portfolio including customer health value delivery renewal readiness and risk management

• Designing testing and operationalizing playbooks engagement models and success motions tailored to AI-enabled solutions and scaling what works across the broader Customer Success organization

• Leading executive-level conversations and Executive Business Reviews focused on business outcomes return on investment and responsible AI adoption

• Developing customer advocacy and reference stories including case studies that highlight measurable AI-driven impact

• Partnering cross-departmentally with Customer Success Sales Product Support Operations and Digital programs teams to align on customer strategies and drive coordinated execution

• Helping evolve the Customer Success operating model for new and emerging use cases

About You

Basic Qualifications (Required)

• 8 years of experience in Customer Success Consulting Strategy or related roles in complex environments

• 5 years of people leadership experience including developing high-performing teams

• Demonstrated success driving adoption retention and expansion outcomes

• Candidate must bring a strong domain expertise in Contract Lifecycle Management (CLM) with experience in modern CLM platforms

• Experience designing implementing or optimizing end-to-end contract workflows (intake drafting negotiation approvals signature and renewal/obligation management)

Other Qualifications

• Experience resolving customer issues and managing escalations at both the business-owner and executive levels with the ability to assess complex situations identify root causes and coordinate cross-functional resources for resolution

• Demonstrated executive presence including the ability to lead meetings with senior leaders communicate clearly in high-visibility forums and represent the Customer Success organization with confidence and credibility

• Skilled at building and maintaining productive relationships with customers internal partners and cross-functional teams especially at the executive level

• Experience leading through accountability continuous learning and improvement fostering the growth and development of others by providing timely direct and actionable feedback

• Comfortable operating in ambiguous rapidly changing environments using data and outcomes to make informed decisions and refine approaches

• Experience working in or with AI-enabled or rapidly evolving products ideally in environments that required building new processes playbooks or engagement models

• Background in consulting value-focused customer engagement or strategic program development

• Experience partnering across multiple functions (e.g. Sales Services Product Management) to drive aligned execution

• Ability to manage multiple priorities and initiatives concurrently using data to inform prioritization and decisions

• Ability to travel up to 35%

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:

Primary Location Base Pay Range: $153100 USD - $229700 USD

Additional US Location(s) Base Pay Range: $145500 USD - $258400 USD

Additional Considerations:

If performed in Colorado the pay range for this job is $153100 - $229700 USD based on min and max pay range for that role if performed in CO.

06/05/2026

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.

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Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

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