As a Senior Manager, Customer Success – Specialized Products, you will lead a team of Specialized Customer Success Managers (CS - Ms) 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 CS - Ms 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 cases. About You. Basic Qualifications (Required)8 years of experience in Customer Success, Consulting, Strategy, or related roles in complex environments 5 years of people leadership experience, including developing high-performing teams. Demonstrated success driving adoption, retention, and expansion outcomes. Candidate must bring a strong domain expertise in Contract Lifecycle Management (CLM), with experience in modern CLM platforms. Experience designing, implementing, or optimizing end-to-end contract workflows (intake, drafting, negotiation, approvals, signature, and renewal/obligation management)Other Qualifications. Experience resolving customer issues and managing escalations at both the business-owner and executive levels, with the ability to assess complex situations, identify root causes, and coordinate cross-functional resources for resolution. Demonstrated executive presence, including the ability to lead meetings with senior leaders, communicate clearly in high-visibility forums, and represent 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 the growth and development of others by providing timely, direct, and 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, ideally in environments that required 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. Ability to travel up to 35%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. GA. Atlanta Primary Location Base Pay Range: $153,100 USD - $229,700 USD Additional US Location(s) Base Pay Range: $145,500 USD - $258,400 USD - Additional Considerations: If performed in Colorado, the pay range for this job is $153,100 - $229,700 USD based on min and max pay range for that role if performed in CO. The application deadline for this role is the same as the posting end date stated as below: 06/05/2026 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.