Senior Manager, Customer Success – Specialized Products

Workday•Frisco, TX

2d•$145,500 - $258,400•Hybrid

About The Position

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.

Requirements

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)

Nice To Haves

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, internal partners, and cross-functional teams, especially at the executive level
Experience leading through accountability, continuous learning, and improvement — fostering the growth and development of others by providing timely, direct, and actionable feedback
Comfortable operating in ambiguous, rapidly changing environments, using data and outcomes to make informed decisions and refine approaches
Experience working in or with AI-enabled or rapidly evolving products, ideally in environments that required building new processes, playbooks, or engagement models
Background in consulting, value-focused customer engagement, or strategic program development
Experience partnering across multiple functions (e.g., Sales, Services, Product Management) to drive aligned execution
Ability to manage multiple priorities and initiatives concurrently, using data to inform prioritization and decisions
Ability to travel up to 35%

Responsibilities

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