Customer Success Manager - Sana

Job title: Customer Success Manager - Sana

Your work days are brighter here.

We’re 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, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll 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. We’re 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 you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll 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, you’ve found a match in Workday, and we hope to be a match for you too.

About the Team

Sana is an AI lab building superintelligence for work.

We believe organizations can accomplish their missions faster when humans can effortlessly access knowledge, automate repetitive work, and learn anything with the help of agentic AI.

As part of Workday, we are committed to building AI that augments humans.

If that’s a mission that excites you, you’re in the right place.

About the Role

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 that’s a mission that excites you, you’ll be in great company as part of the Sana team in Workday.

The Sana team is known for its adaptability, entrepreneurial spirit, and relentless pursuit of excellence, embodying our core belief that learning is the foundation of all meaningful change.

As a Customer Success Manager, you will work solely on partner engagement with leading organizations adopting Sana Learn, ensuring they achieve meaningful outcomes from their investment.

You will partner with customers from early stages through long-term success, owning adoption, value realization, portfolio health, 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. Whether you bring deep experience in enterprise SaaS account management or a top-tier management consulting background, you will work alongside a highly driven, entrepreneurial team and play a key role in how customers succeed with Sana long-term.

What You’ll 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 value—not 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

• 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

• 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.

• This role requires working out of the Sana NYC office 3 days a week

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

• Implementation or Transformation Roles: Experience driving large-scale change, adoption, or system rollouts within enterprise organizations

• Basic Qualifications (Customer Success Manager, P3)

• 4+ 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

• Experience working with senior stakeholders

• Basic Qualifications (Senior Customer Success Manager, P4)

• 7+ 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

• Experience working with senior stakeholders

Other Qualifications:

• Implementation experience of a SaaS product

• Ability to thrive in an environment with limited playbooks

• Experience with incorporating AI into client workstreams

• Experience driving adoption with measurable customer outcomes

• Outcome focused

• 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.