Sr. Director, Customer Success Innovation

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 informatio