Senior Manager, AI Customer Success - Specialized

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. If you want to inspire a brighter work day for everyone, including yourself, this could be a great match for you.About The TeamSpecialized 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 shape how Customer Success operates in an AI-enabled world, building engagement models that help customers understand, trust, and get the most out of emerging AI solutions. Our work lies at the intersection of strategy and execution, partnering across departments to translate evolving AI strategy into repeatable, outcome-driven practices that scale across the organization. If you thrive on building something new, iterating quickly, and helping customers realize AI's full potential, this is the team for you.About The RoleAs a Senior Manager, Customer Success – Specialized Products, you will lead a team of Specialized Customer Success Managers (CSMs). Your focus will be on driving product adoption, value realization, retention and expansion for AI-enabled and rapidly evolving products.ResponsibilitiesLead and develop a team of CSMs, setting clear performance expectations tied to customer outcomes, adoption, retention, and growth.Build AI literacy across the team and customer base, helping customers understand, trust, and confidently adopt AI capabilities.Own post-go-live success across your portfolio, including customer health, value delivery, renewal readiness, and risk management.Design, test, and operationalize playbooks, engagement models, and success motions tailored to AI-enabled solutions, scaling effective practices across the broader Customer Success organization.Lead executive-level conversations and Executive Business Reviews focused on business outcomes, ROI, and responsible AI adoption.Develop customer advocacy and reference stories, including case studies that highlight measurable AI-driven impact.Partner cross-departmentally with Customer Success, Sales, Product, Support, Operations, and Digital programs teams to align on customer strategies and drive coordinated execution.Help evolve the Customer Success operating model for new and emerging use cases.About YouBasic Qualifications8+ years of experience in Customer Success, Consulting, Strategy, or related roles in complex environments.5+ years of people-leadership experience, including building high-performing teams.Experience working with enterprise customers and executive-level decision makers.Demonstrated success driving adoption, retention, and expansion outcomes.Other QualificationsExperience resolving customer issues and managing escalations at both the business-owner and executive levels, assessing complex situations, identifying root causes, and coordinating cross-functional resources.Demonstrated executive presence, including leading meetings with senior leaders, communicating clearly in high-visibility forums, and representing 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 growth and development of others by providing timely, direct, 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, 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.Excellent verbal and written communication skills.Ability to travel up to 35%.Workday Pay Transparency StatementThe annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. This role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Each candidate's compensation offer will be based on multiple factors, including geography, experience, skills, job duties and business need. For more information regarding Workday's comprehensive benefits, please contact a recruiter. Primary Location: USA.GA.AtlantaBase Pay Range: $153,100 USD – $229,700 USDAdditional US Locations Base Pay Range: $145,500 USD – $258,400 USDOur Approach to Flexible WorkWith Flex Work, we combine the best of both worlds – in-person time and remote. We enable teams to deepen connections, maintain a strong community, and do their best work. Rather than a fixed number of required in-office days per week, we simply spend at least half (50%) of our time each quarter in the office or in the field with customers, prospects, and partners, as depending on the role. Those in remote "home office" roles also have opportunities to come together in our offices for important moments that matter.Equal Opportunity & DiversityWorkday is an Equal Opportunity Employer including individuals with disabilities and protected veterans. Workday will consider qualified applicants with arrest and conviction records. We are committed to providing an accessible and inclusive hiring experience for all candidates. If you require assistance or an accommodation at any point, please email accommodations@workday.com.J-18808-Ljbffr