Customer Success Manager - Sana Learn

Workday is a leading AI platform for managing people, money, and agents, with Sana focused on revolutionizing how humans access knowledge through artificial intelligence. The Customer Success Manager will help organizations adopting Workday Learn powered by Sana achieve adoption, measurable value, retention, and growth. The role involves strategic customer partnership, change leadership, executive engagement, and developing scalable AI-native customer success practices.

Responsibilities:

• 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
• 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:

• This role requires working out of the Sana NYC office 3 days a week
• Comfortable operating with ownership and autonomy
• ● Able to move from strategy to execution
• ● Focused on outcomes and impact, not just activity
• ● 3+ years of experience in customer success, consulting, or similar roles in a SaaS environment
• ● Experience working with enterprise customers
• Experience working with senior stakeholders (e.g. MBB, Tier 2 consulting, or similar roles)
• • Implementation experience of a SaaS product
• • Ability to thrive in an environment with limited playbooks
• • Experience with incorporating AI into client workstreams
• • Experience driving adoption with measurable customer outcomes
• • Outcome focused
• VISA Sponsorship is not available for this role
• ● 3+ years of experience in customer success, consulting, or similar roles in a SaaS environment (prefer experience in L&D or HCM environments)