Senior Customer Success Manager, Specialized Products (AI & Emerging)

Workday•Vancouver, BC

2d•$129,800 - $230,600•Hybrid

About The Position

Workday is evolving how Customer Success operates in an AI-enabled world. We are seeking a Customer Success Manager, Specialized Products, to help define the future of Customer Success for some of Workday’s most innovative and rapidly evolving AI-enabled solutions. In this role, you will focus on driving customer outcomes and value realization by combining strong customer success fundamentals with AI literacy, product fluency, and data-informed thinking. You will work closely with cross-functional teams and customers to translate evolving product capabilities into clear, repeatable motions that deliver measurable impact in fast-moving, ambiguous environments. You will also play a key role in enabling the broader Customer Success organization by codifying learnings from early and emerging AI products into scalable playbooks, guidance, and enablement.

Requirements

Minimum 7 years of experience in Customer Success, Consulting, Strategy, or similar customer-facing roles
Minimum 7 year’s experience working with enterprise customers and senior stakeholders along with the ability to drive adoption and measurable customer outcomes
Demonstrated AI literacy: familiarity with AI concepts, AI-enabled workflows, and comfort using AI tools in your own work
Experience working with specialized, AI-enabled, or rapidly evolving SaaS products
Experience designing or executing customer journeys or playbooks for new or emerging product areas
Familiarity with using product analytics, telemetry, or behavioral data to inform customer engagement and prioritization

Responsibilities

Drive Customer Outcomes and Value Realization: Partner with internal teams and customers to define what success looks like for specialized and AI-enabled products, and align on measurable outcomes. Build comprehensive success and AI transformation plans that connect product capabilities to business objectives and change initiatives. Use product data, telemetry, and customer feedback to understand adoption, engagement, and value realization. Design and iterate on adoption approaches that help customers move from initial deployment to meaningful, measurable impact. Guide customers on optimization of existing use cases and configurations to unlock incremental value. Quantify AI value by documenting and tracking clear business outcomes, ROI, and impact metrics to build internal business cases for expanded AI budget allocation.
Act as an AI-Literate, Product-Fluent Partner to Internal Teams & Customers: Develop strong fluency in specialized and AI-enabled products, including common use cases, configurations, and best practices. Maintain practical fluency in the AI tech stack to enable credible, outcome-oriented customer conversations. Identify new use cases and workflows where customers can apply AI-enabled capabilities to solve high-impact business problems. Help customers understand how to use our products safely and effectively within their workflows. Explain product capabilities and AI concepts in accessible, business-focused language for a range of stakeholders. Use AI tools in your own work to accelerate analysis, content creation, and insight generation.
AI Change Management and Responsible AI Governance: Drive AI change management by helping customers navigate the organizational, process, and skills shifts required to adopt AI tools. Develop “Center of Excellence” frameworks and organizational enablement models to drive consistent, scalable adoption of AI tools. Ensure client adoption patterns align with responsible AI, ethical use, and platform integrity standards. Partner with customer champions and internal stakeholders to embed AI practices into day-to-day operations, governance, and decision-making.
Data Analysis and Proactive Insights: Use data skills to analyze usage patterns, feature adoption, and behavioral signals across your customer portfolio. Identify trends that predict churn risk, underutilization, or expansion opportunities, and translate them into clear actions. Collaborate with internal analytics and product teams to refine dashboards, signals, and success metrics that inform proactive engagement.
Enable Launch, Early Adoption, and CS Organization Readiness: Engage with customers ahead of go-live to prepare them for successful launch and early adoption of specialized and AI-enabled products. Support the early phase of adoption, ensuring customers can activate priority use cases and realize initial value quickly. Maintain visibility into launch readiness, early usage patterns, and emerging risks or needs across your portfolio. Identify adoption barriers and friction points in the early stages and partner with Product, Support, Services, and Digital CS to address them. Capture learnings, patterns, and best practices from early and emerging AI products and translate them into reusable guidance for the broader Customer Success organization. Contribute to internal enablement, onboarding content, and in-product guidance so that Core Customer Success and adjacent teams can scale proven approaches across the wider customer base.
Collaborate in a Matrixed, Fast-Moving Environment: Work closely with Core Customer Success, Services, Product, Support, and Digital CS to ensure aligned, coordinated execution. Influence without direct authority by using data, insight, and clear narratives about customer outcomes and AI impact. Contribute to a culture of curiosity, experimentation, and continuous improvement grounded in measurable results.