Customer Success Manager

Role Overview

• 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 plans
• 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 product
• 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 impact
• 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 time
• 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 bring Contribute 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 Workday

Requirements

• 3+ years of experience in customer success, consulting, or similar roles
• Experience working with enterprise customers and senior stakeholders (e.g. MBB, Tier 2 consulting, or similar roles)
• Proven ability to drive adoption and measurable customer outcomes

Benefits

• Flexible work arrangements
• Professional development
• bonuses
• stock options