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.
About The Role
Set the strategy and operating model for Customer Success
- Define and continuously refine the multi‑year strategy for Customer Success across Workday’s core and acquired businesses, aligned to retention, adoption, and CSAT.
- Design and evolve the “CSM of the future” operating model, including role design, workflows, coverage models, and engagement playbooks across segments and product lines.
- Establish governance and operating model practices that both support autonomy and local decision-making for the regional Revenue + Customer Success teams, while building strong central foundations and standards to help all teams work more effectively.
Lead AI‑enabled methodology and innovation
- Develop modern, AI‑enabled Customer Success methodologies that drive product adoption, value realization, and proactive risk management at scale.
- Translate Workday’s AI and digital capabilities into practical CSM workflows, customer journeys, and engagement motions (e.g., next‑best actions, health models, scaled plays).
- Partner with Product, Digital Customer Success, and specialized CS teams to pilot, iterate, and roll out AI‑driven tools, assets, and plays globally.
- Define the future CSM skill and competency model and partner with enablement and HR to build training, certifications, and development pathways.
Standardize methodology, process, and ways of working
- Own the global Customer Success methodology across onboarding, adoption, expansion, renewal, and advocacy, ensuring consistency with room for regional and product‑specific nuance.
- Establish clear standards for how CSMs work with customers and internal partners, including cadence, artifacts, decision rights, and handoffs.
- Partner with Operations and Analytics to ensure methodologies are data‑driven and measurable, with clear KPIs and feedback loops.
- Oversee robust change management plans to successfully land new ways of working with CSMs, Sales, Services, and Product teams globally.
Act as a key strategic partner to global Customer Success leaders
- Partner closely with the CoE leader and community of CS leaders to shape vision, annual and multi‑year plans, and key strategic choices for the CoE and broader Customer Success function.
- Run the rhythm of the business for the CoE, including operating reviews, QBRs, OKR planning and tracking, leadership offsites, and board/ELT preparations.
- Craft clear, compelling executive narratives and presentations that communicate strategy, outcomes, investments, and trade‑offs for senior internal and external audiences.
- Anticipate needs, connect information across teams, and help keep the leadership team focused on the highest‑impact priorities.
- Lead, coach, and develop a team of senior individual contributors across CS operations, program management, change management, and methodology.
- Foster a culture of impact, collaboration, and experimentation, with clear ownership, accountability, and measurable results.
About You
Basic Qualifications
- 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.
Other Qualifications
- 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.
Workday Pay Transparency Statement
The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.
Primary Location: USA.CA.Pleasanton
Primary Location Base Pay Range: $291,600 USD - $437,400 USD
Additional US Location(s) Base Pay Range: $246,200 USD - $437,400 USD
Our Approach to Flexible Work
With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply
spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.
Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.
Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.
At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email accommodations@workday.com.
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