Sr. Director, Customer Success Innovation

Workday•Pleasanton, CA

1d•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 Senior Director, Customer Success Innovation will lead a critical function within the global Customer Success CoE. This role defines the vision for "Customer Success of the Future," focusing on AI-enabled methodology, scalable operating models, and consistent ways of working across regional and product CS teams. You will collaborate closely with regional CS leaders, Product & Technology, Sales, Digital CS, and other stakeholders to drive retention, adoption, and CSAT outcomes. Responsibilities include shaping the long-term CS strategy, managing the business rhythm, and crafting data-driven executive narratives to support the function's evolution.

Requirements

12+ years of experience in Customer Success, Strategy/Operations, Management Consulting, or a related field within SaaS, cloud, or enterprise software.
5+ years of experience directly leading teams and senior individual contributors in highly matrixed, cross‑functional environments.
Proven track record driving large‑scale transformation or change initiatives across global or multi‑business unit organizations.
Deep understanding of Customer Success operating models, including segmentation, coverage models, renewals, adoption, and value realization.
Demonstrated experience designing and evolving CS methodologies, playbooks, and processes that drive measurable impact on retention and net revenue retention.
Experience operationalizing AI, analytics, and/or digital capabilities into frontline workflows and customer journeys.
Strong strategic problem solver who can structure ambiguity, synthesize data and insights, and translate them into clear, actionable plans.
Exceptional communication skills, with the ability to create high‑quality, executive‑ready narratives and presentations, and to simplify complex concepts for diverse audiences.
Strong influencing and stakeholder management skills; comfortable aligning and mobilizing senior stakeholders without direct authority.
Ability to operate seamlessly between strategy and execution, shifting from long‑term vision to detailed program and change plans.
High degree of ownership, discretion, and judgment, with the ability to represent the SVP and Customer Success CoE leadership in critical forums.