Customer Success Manager - Sana Learn

Workday•New York City, NY

7d•Hybrid

About The Position

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.

Requirements

3+ years of experience in customer success, consulting, or similar roles
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
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
Must be within commuting distance to the Workday NYC office

Nice To Haves

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
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

Responsibilities

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 bring
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