Senior Manager, Customer Success Specialized Products

Your work days are brighter here.Were 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, were shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, youll 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. Were 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, youll do meaningful work with Workmates whove got your back. In return, well 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, youve found a match in Workday, and we hope to be a match for you too.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 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.About the RoleAs 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.In this role, you will be responsible for: * 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 casesAbout YouBasic Qualifications * 8+ years of experience in Customer Success, Consulting, Strategy, or related roles in complex environm