Customer Success Manager - Sana Learn

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 TeamWe believe that everything starts with learning. And that by changing the way the world learns, we can change the world for the better. If that’s a mission that excites you, you’ll be in great company at Sana in Workday. We’re on a mission to revolutionise how humans access knowledge through artificial intelligence. Throughout history, breakthroughs in knowledge sharing, from the Library of Alexandria to the printing press to Google, have been pivotal drivers of human progress. Today, as the volume of human knowledge grows exponentially, making it accessible and actionable remains one of humanity’s most critical challenges. We’re building a future where knowledge isn’t just more accessible; it’s a catalyst for achieving the previously impossible. If all of this sounds exciting, you’re in the right place.About the RoleAs a Customer Success Manager, you will work with leading organizations adopting Workday Learn, powered by Sana (joint WD + Sana Learn customers), ensuring they achieve meaningful outcomes from their investment.You will partner with customers from early stages through long-term success, owning adoption, value realization, and growth. You are accountable for ensuring customers realize measurable impact from Sana Learn.This role combines customer success, strategic problem solving, and change leadership. You will work alongside a highly driven, entrepreneurial team and play a key role in how customers succeed with Sana.What You’ll DoOwn Customer Outcomes● Own a portfolio of customers using Sana Learn, accountable for adoption, engagement, and long-term value● Define success plans, KPIs, and measurable outcomes aligned to customer goals● Monitor customer health using product usage, stakeholder feedback, and renewal signals● Identify risks early and drive clear mitigation plansDrive Adoption and Value Realization● Lead conversations with customers to define what success looks like and how to achieve it● Design adoption strategies that drive meaningful usage and sustained engagement● Help customers move from initial usage to scaled, organization-wide impact● Ensure customers realize value—not just use the productAct as a Strategic Partner● Work closely with HR, L&D, IT, and business leaders to connect Sana Learn to business priorities● Help customers identify and prioritize high-impact use cases● Bring structure to ambiguous challenges and drive them to outcomes● Elevate conversations from product usage to measurable business impactMaintain Visibility Across the Customer Journey● Stay closely aligned to customer progress to ensure continuity into long-term success● Maintain a clear view of risks, progress, and outcomes across each account● Ensure customers are set up for sustained success over timeDrive Retention and Growth● Lead Executive Business Reviews (EBRs), clearly articulating value, outcomes, and future opportunities● Identify expansion opportunities across teams, use cases, and geographies● Partner with account teams to support renewals and long-term growth● Bring customer stories to life to bringContribute to How We Scale● Translate customer insights into AI-native playbooks, health models, and adoption strategies that can be scaled across the CS organization● Define and codify what AI-first customer journeys look like (from initial adoption → scaled impact → measurable business outcomes)● Leverage agents, product telemetry, and AI-driven insights to move from reactive to proactive and predictive customer success● Partner cross-functionally to embed guidance directly into workflows and in-product experiences● Act as a proving ground for “leapfrog” CS — testing, refining, and operationalizing new AI-driven motions before scaling broadly● Contribute to building a scalable, high-impact, AI-native customer success model for WorkdayWhat Will Help You Thrive● You are naturally curious and always seeking to learn● You are comfortable operating in ambiguity and solving open-ended problems● You are impact-driven and focused on outcomes, not activity● You have an entrepreneurial mindset and enjoy building and improving how things work● You collaborate effectively and influence without authority● You are energized by learning, AI, and driving change in organizations About YouWe are looking for individuals who thrive in fast-moving, ambiguous environments and are motivated by building and improving how things work.***Must be within commuting distance to the Workday NYC office***Strong candidates often come from one of the following backgrounds:● Enterprise Customer Success: High-performing CSMs who have driven adoption, value, and expansion in complex B2B SaaS environments● Consulting or Strategy: Experience solving ambiguous problems and working directly with senior stakeholders (e.g. MBB, Tier 2 consulting, or similar roles