About this role
About the Role As a Customer Success Manager, you will work with leading organizations adopting Workday Learn, powered by Sana, 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. What You'll Do
- 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
- 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 value—not just use the product
- 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
- 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
- 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 illustrate impact and value
- Translate customer insights into AI-native playbooks, health models, and scalable adoption strategies
- Define and codify AI-first customer journeys from initial adoption to measurable outcomes
- Leverage agents, product telemetry, and AI-driven insights to move from reactive to proactive success
- Partner cross-functionally to embed guidance into workflows and in-product experiences
- Act as a proving ground for leapfrog CS by testing and operationalizing new AI-driven motions before scaling
- Contribute to building a scalable, AI-native customer success model for Workday What We're Looking For
- Must be within commuting distance to the Workday NYC office
- Experience in Enterprise Customer Success or equivalent
- Naturally curious, comfortable with ambiguity, and able to solve open-ended problems
- Impact-driven and focused on outcomes, not activity
- Entrepreneurial mindset with a track record of improving how things work
- Strong collaboration and ability to influence without authority
- Energetic about learning, AI, and driving change in organizations Nice to Have
- Background in AI or analytics initiatives within customer success
- Experience with AI-native approaches to scaling CS