Digital Customer Success Program Manager

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 Digital Customer Success team sits within the Customer Success Center of Excellence (CoE) at Workday — and we are on a mission to redefine what it means to deliver value at scale. We are a high-impact group at the center of the CoE, bridging 12 Customer Success organizations across core and specialized product portfolios to deliver a unified "One Workday" experience.

Our scope spans everything digital: the customer-facing journeys delivered through email, one-to-many campaigns, community, and in-app engagement, as well as the internal productivity tools and platforms (like Gainsight and Planhat) that empower our Customer Success Managers to do their best work. We connect field teams with the strategy, operations, and execution groups across Workday to protect the capacity of our human success managers and directly contribute to Workday's primary global goal — maintaining industry-leading customer retention and long-term satisfaction.

What makes this team truly special is our Council model: we co-author our roadmaps alongside our field partners, ensuring that everything we build is grounded in real-world needs. We are a small, talented group of program and product managers who believe in using technology to handle scale so our human partners can focus on building deep, empathetic relationships with customers. We are vision-driven, spending time imagining the "Future of Customer Success" and then identifying how to move beyond current industry standards to get there today. If you are energized by autonomy, accountability, and the opportunity to own a global functional area, this is the team for you.

About the Role

As a Digital Customer Success Program Manager, you will play a central role in shaping how Workday scales its customer success programs globally. You will own and drive initiatives across a range of digital customer success areas — from improving Customer Success tooling and platforms to designing digital customer journeys and exploring AI-powered productivity improvements for account teams.

As a newly formed team, the work is dynamic. You will help establish an effective operating model and, through our intake process and operating committee, be assigned to the initiatives and programs that matter most to the field today. You will bring structure to ambiguity, turning priorities into clear roadmaps and delivery plans that earn executive buy-in and cross-functional support.

Responsibility Examples include:

• Coordinating across technical teams (Systems, AI, Community) and Customer Success field organizations to ensure a unified "One Workday" digital roadmap

• Serving as a capability owner, ensuring that digital touchpoints and internal tools directly support Workday's retention and growth objectives

• Facilitating the Digital CS Council, acting as a field alignment hub to prioritize backlogs and manage global technology rollouts

• Designing and leading workshops, including "Future of CS" visioning sessions, to uncover opportunities for AI, automation, and process improvement

• Contributing to the end-to-end design of customer-facing touchpoints, using data to map the value path from onboarding to renewal

• Acting as a primary liaison for regional leaders, gathering field insights and needs to inform CoE investment and funding decisions

• Authoring and maintaining global standards, reusable campaign templates, and playbooks that enable 12 distinct organizations to scale their digital engagement consistently

About You

Basic Qualifications

• 5+ years of experience in program manag