Senior Manager, Customer Success - Specialized Products

About the role

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 Workday's 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. 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, intern

Benefits

Additional Information

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.

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