Customer Success Manager - Sana
About The Position
The Customer Success Manager will work with partner organizations adopting Sana Learn to help them achieve meaningful outcomes and measurable impact from their investment. The role owns customer adoption, value realization, portfolio health, and growth, partnering with customers from early stages through long-term success. This position combines customer success, strategic problem-solving, and change leadership. The manager will work with enterprise customers and stakeholders to define success, develop adoption strategies, track customer health, manage risks, and connect Sana Learn to business priorities. The role also supports renewals and identifies expansion opportunities across teams, use cases, and geographies. The position requires working from the Sana NYC office three days a week. The role may be hired at either Customer Success Manager (P3) or Senior Customer Success Manager (P4) level.
Requirements
- For the Customer Success Manager (P3) level: 4 or more years of experience in customer success, consulting, or similar roles in a SaaS environment.
- For the Senior Customer Success Manager (P4) level: 7 or more years of experience in customer success, consulting, or similar roles in a SaaS environment.
- Experience working with enterprise customers.
- Experience working with senior stakeholders.
- Ability to thrive in fast-moving, ambiguous environments and work with limited playbooks.
- Ability to incorporate AI into client workstreams.
- Experience driving adoption with measurable customer outcomes.
- Outcome-focused approach.
- Ability to work from the Sana NYC office three days a week.
- Visa sponsorship is not available for this role.
Nice To Haves
- Experience in learning and development (L&D) or human capital management (HCM) environments.
- SaaS product implementation experience.
- Background in enterprise customer success, consulting or strategy, or implementation or transformation roles.
- Entrepreneurial mindset and interest in building and improving how things work.
- Ability to collaborate effectively and influence without authority.
- Interest in learning, AI, and driving organizational change.
Responsibilities
- Own a portfolio of Sana Learn customers and be accountable for adoption, engagement, and long-term value.
- Define success plans, KPIs, and measurable outcomes aligned with customer goals.
- Monitor customer health using product usage, stakeholder feedback, and renewal signals.
- Identify customer risks early and develop mitigation plans.
- Lead customer conversations to define success and how to achieve it.
- Design adoption strategies that drive meaningful usage and sustained engagement.
- Help customers progress from initial usage to scaled, organization-wide impact.
- Ensure customers realize value from the product, not merely use it.
- Partner with HR, L&D, IT, and business leaders to connect Sana Learn to business priorities.
- Help customers identify and prioritize high-impact use cases.
- Structure ambiguous challenges and drive them toward outcomes.
- Elevate conversations from product usage to measurable business impact.
- Maintain visibility into customer progress, risks, and outcomes throughout the customer journey.
- Support continuity and sustained customer success over time.
- 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.
Benefits
- May be eligible for the Workday Bonus Plan or a role-specific commission or bonus.
- May be eligible for annual refresh stock grants.
- Comprehensive benefits are referenced, but details are not listed in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
