Digital Customer Success Program Manager

Workday • Atlanta, GA

2d • Hybrid

About The Position

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 The Digital Customer Success team sits within the Customer Success Center of Excellence (CoE) at Workday — and we are on a mission to redefine what it means to deliver value at scale. We are a high-impact group at the center of the CoE, bridging 12 Customer Success organizations across core and specialized product portfolios to deliver a unified "One Workday" experience. Our scope spans everything digital: the customer-facing journeys delivered through email, one-to-many campaigns, community, and in-app engagement, as well as the internal productivity tools and platforms (like Gainsight and Planhat) that empower our Customer Success Managers to do their best work. We connect field teams with the strategy, operations, and execution groups across Workday to protect the capacity of our human success managers and directly contribute to Workday's primary global goal — maintaining industry-leading customer retention and long-term satisfaction. What makes this team truly special is our Council model: we co-author our roadmaps alongside our field partners, ensuring that everything we build is grounded in real-world needs. We are a small, talented group of program and product managers who believe in using technology to handle scale so our human partners can focus on building deep, empathetic relationships with customers. We are vision-driven, spending time imagining the "Future of Customer Success" and then identifying how to move beyond current industry standards to get there today. If you are energized by autonomy, accountability, and the opportunity to own a global functional area, this is the team for you. About the Role As a Digital Customer Success Program Manager, you will play a central role in shaping how Workday scales its customer success programs globally. You will own and drive initiatives across a range of digital customer success areas — from improving Customer Success tooling and platforms to designing digital customer journeys and exploring AI-powered productivity improvements for account teams. As a newly formed team, the work is dynamic. You will help establish an effective operating model and, through our intake process and operating committee, be assigned to the initiatives and programs that matter most to the field today. You will bring structure to ambiguity, turning priorities into clear roadmaps and delivery plans that earn executive buy-in and cross-functional support.

Requirements

• 5+ years of experience in program management, customer success operations, digital customer engagement, or a related field
• Experience translating business needs into roadmaps, clearly defined requirements, and delivery plans
• Cross-Functional Coordination: Experience coordinating activities and objectives across multiple departments or functions, with the ability to ensure all teams are working toward common organizational goals and to improve collaboration across groups
• Governance and Operating Model Design: Familiarity with establishing and overseeing policies, procedures, and frameworks that guide program operations — including facilitating councils, intake processes, and prioritization forums to ensure transparency and accountability
• Meeting Design and Facilitation: Ability to lead productive meetings and workshops that encourage participation, foster open communication, and lead to clear decisions — from recurring operating reviews to visioning sessions
• Solution Planning and Business Process Improvement: Experience identifying problems, generating potential solutions, and developing implementation plans — including applying design thinking and data analysis to improve operational efficiency and address business challenges
• Program Engagement and Communication: Ability to involve and build relationships with individuals and groups who have an interest in your programs, develop effective communication approaches, and build consensus across a range of partners at all levels of the organization
• Alignment to Business Objectives: Experience ensuring that programs, tools, and digital touchpoints are aligned to broader organizational goals, including the ability to identify gaps and develop plans to close them
• Customer Success and Digital Engagement Expertise: Knowledge of Customer Success, Digital Customer Success programs, and Customer Success platforms (such as Gainsight and Planhat) is highly valued
• Adaptability and Resilience: Comfortable working in ambiguous, fast-paced, and constantly evolving environments. Able to adapt to shifting priorities, remain focused under uncertainty, and bring a positive, solutions-oriented mindset to new challenges.
• Analytical Problem Solving: Skilled at analyzing situations, evaluating diverse factors, and developing thoughtful solutions — with the interpersonal skills to influence decisions, maintain productive relationships, and collaborate effectively across teams

Nice To Haves

• Experience in the software industry with enterprise products is a plus.
• Project Management Certification preferred (PMP, Agile, SAFe, etc.)

Responsibilities

• Coordinating across technical teams (Systems, AI, Community) and Customer Success field organizations to ensure a unified "One Workday" digital roadmap
• Serving as a capability owner, ensuring that digital touchpoints and internal tools directly support Workday's retention and growth objectives
• Facilitating the Digital CS Council, acting as a field alignment hub to prioritize backlogs and manage global technology rollouts
• Designing and leading workshops, including "Future of CS" visioning sessions, to uncover opportunities for AI, automation, and process improvement
• Contributing to the end-to-end design of customer-facing touchpoints, using data to map the value path from onboarding to renewal
• Acting as a primary liaison for regional leaders, gathering field insights and needs to inform CoE investment and funding decisions
• Authoring and maintaining global standards, reusable campaign templates, and playbooks that enable 12 distinct organizations to scale their digital engagement consistently

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees