Specialized Customer Success Manager, Talent AI

Workday•Minneapolis, MN

4d•Hybrid

About The Position

Join our team and experience Talent AI within the Specialized Customer Success (Incubation & Acceleration) in Workday’s Customer Success Center of Excellence organization (CoE). As a Talent AI Customer Success Manager, you’ll be part of a specialized team focused on driving deep, measurable adoption and value realization for AI-powered Talent Acquisition workflows. We use a consistent Customer Success framework that defines what “good” looks like for our customers: clear personas, adoption and health definitions, maturity milestones, and standard engagements that can scale across our portfolio. Our global team spans North America, EMEA, and APAC and is united in our mission to empower customers to succeed with AI in Talent Acquisition. The Specialized Customer Success Manager for Talent AI is a customer-facing role at the intersection of AI value realization, Talent Acquisition transformation, and strategic Customer Success. You will work in close collaboration with the Workday account team as a specialized overlay, bringing deep domain and product expertise and best practices to accelerate adoption and customer maturity against clearly defined success milestones, while influencing retention, advocacy, and expansion.

Requirements

3+ years of experience in a customer-facing services role (Customer Success, consulting, account management, value management, or similar) within a complex software or SaaS environment.
2+ years of demonstrated experience in Talent Acquisition or Human Resources, gained from working in recruitment/TA operations or supporting customers in the HR technology / TA tech space.
1+ years of demonstrated experience with AI/ML or data-driven products/solutions in a customer-facing capacity (e.g., advisory, implementation, optimization, or value realization).
Proven expertise in leading and managing complex, strategic customer engagements with multiple stakeholders and workstreams, ideally in a specialized or overlay function.
Strong experience designing and executing structured success plans or programs that drive adoption, maturity, and measurable value outcomes over time.
Demonstrated ability to use data and health/adoption metrics to prioritize work, assess customer maturity, and tell a compelling value story to both business and technical audiences.
Consistent track record of collaborating and building strong, positive relationships with customers, including at the executive level (e.g., CHRO, Head of Talent Acquisition, HRIS leadership).
Excellent verbal and written communication skills, with the ability to chair executive-level meetings, translate complex AI and workflow concepts into clear business language, and influence decision-making.
Proven ability to engage and collaborate across multiple internal teams and functions.
Comfortable operating in evolving, incubating environments where frameworks are being refined, processes are being standardized, and motions are actively being tested and scaled.
Bachelor’s degree or equivalent work experience; Business, HR, or Technical degree preferred.
Ability to travel up to 15%.