Senior Customer Success Manager, Specialized Products; AI & Emerging

Position: Senior Customer Success Manager, Specialized Products (AI & Emerging)
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
Workday is evolving how Customer Success operates in an AI-enabled world. We are seeking a Customer Success Manager, Specialized Products, to help define the future of Customer Success for some of Workday's most innovative and rapidly evolving AI-enabled solutions.
In this role, you will focus on driving customer outcomes and value realization by combining strong customer success fundamentals with AI literacy, product fluency, and data-informed thinking. You will work closely with cross-functional teams and customers to translate evolving product capabilities into clear, repeatable motions that deliver measurable impact in fast-moving, ambiguous environments.
You will also play a key role in enabling the broader Customer Success organization by codifying learnings from early and emerging AI products into scalable playbooks, guidance, and enablement.

About the Role

Drive Customer Outcomes and Value Realization

• Partner with internal teams and customers to define what success looks like for specialized and AI-enabled products, and align on measurable outcomes
• Build comprehensive success and AI transformation plans that connect product capabilities to business objectives and change initiatives
• Use product data, telemetry, and customer feedback to understand adoption, engagement, and value realization
• Design and iterate on adoption approaches that help customers move from initial deployment to meaningful, measurable impact
• Guide customers on optimization of existing use cases and configurations to unlock incremental value
• Quantify AI value by documenting and tracking clear business outcomes, ROI, and impact metrics to build internal business cases for expanded AI budget allocation

Responsibilities you will perform as an AI CSM;

Act as an AI-Literate, Product-Fluent Partner to Internal Teams & Customers

• Develop strong fluency in specialized and AI-enabled products, including common use cases, configurations, and best practices
• Maintain practical fluency in the AI tech stack to enable credible, outcome-oriented customer conversations
• Identify new use cases and workflows where customers can apply AI-enabled capabilities to solve high-impact business problems
• Help customers understand how to use our products safely and effectively within their workflows
• Explain product capabilities and AI concepts in accessible, business-focused language for a range of stakeholders
• Use AI tools in your own work to accelerate analysis, content creation, and insight generation

AI Change Management and Responsible AI Governance

• Drive AI change management by helping customers navigate the organizational, process, and skills shifts required to adopt AI tools
• Develop "Center of Excellence" frameworks and organizational enablement models to drive consistent, scalable adoption of AI tools
• Ensure client adoption patterns align with responsible AI, ethical use, and platform integrity standards
• Partner with customer champions and internal stakeholders to embed AI practices into day-to-day…