Job Information
WORKDAY, INC. Sr. Specialized Customer Success Manager, Talent AI in SALT LAKE CITY, Utah
JR-0104675
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
Join our team and experience Talent AI within the Specialized Customer Success (Incubation & Acceleration) in Workday's Customer Success Center of Excellence organization (CoE). As a Talent AI Customer Success Manager, you'll be part of a specialized team focused on driving deep, measurable adoption and value realization for AI-powered Talent Acquisition workflows. We use a consistent Customer Success framework that defines what "good" looks like for our customers: clear personas, adoption and health definitions, maturity milestones, and standard engagements that can scale across our portfolio. Our global team spans North America, EMEA, and APAC and is united in our mission to empower customers to succeed with AI in Talent Acquisition.
About the Role
The Specialized Customer Success Manager for Talent AI is a customer-facing role at the intersection of AI value realization, Talent Acquisition transformation, and strategic Customer Success. You will work in close collaboration with the Workday account team as a specialized overlay, bringing deep domain and product expertise and best practices to accelerate adoption and customer maturity against clearly defined success milestones, while influencing retention, advocacy, and expansion.
*Responsibilities*
Serve as a strategic partner to customers, guiding them through the organizational change, workflow redesign, and operating model shifts required to unlock the full value of AI in Talent Acquisition.
Design and own structured success plans for your portfolio, aligned to our Customer Success framework (personas, adoption definitions, maturity milestones, and standard engagements) and tailored to each customer's starting point and objectives.
Lead proactive, planned customer engagements (e.g., onboarding, value realization, optimization, and expansion workshops) that accelerate adoption and maturity.
Use production usage data, health indicators, and customer feedback to assess adoption and maturity, prioritize where to invest time, and adjust success plans based on what is driving measurable value.
Collaborate cross-functionally (e.g., with Sales, Core Customer Success, Services, Product, and Operations) to create cohesive, reusable customer engagement motions, and define and document clear handoffs, ownership, and engagement models.
Act as a trusted advisor and AI subject matter expert to senior stakeholders in HR, Talent Acquisition, and IT, effectively communicating the Workday + HiredScore roadmap, best practices, and value stories.
Identify, nurture, and operationalize customer advocacy opportunities (reference calls, quotes, case studies, executive references) in par nership with Sales, Marketing, and Product.
Contribute to continuous improvement of our Customer Success framework by sharing learnings, refining playbooks, and helping to standardize motions that can scale without increasing cost to serve.
**Expected Results Within 3--6 Months
Within your first 3--6 months, you are expected to:**
Develop deep working expertise in Workday + Talent AI capabilities, including core workflows, key personas, and common adoption patterns across enterprise Talent Acquisition organizations.
Independently manage a portfolio of key customers or engagements using success plans and adoption definitions that map to defined Customer Success outcomes.
Demonstrate measurable adoption and maturity progress for your accounts, as evidenced by improved usage metrics, risk reduction, or readiness for expansion.
Show clear influence on retention and advocacy outcomes through improved health of your portfolio, surfaced risk signals, and identification of referenceable customers and value stories.
Actively participate in refining and validating at least one standardized HiredScore engagement model (e.g., onboarding, optimization, or expansion motion) that is repeatable and usable by peers and partner Customer Success teams.
Establish strong, trusted relationships with both customer executives and internal cross-functional partners, with positive feedback on clarity of roles, motions, and expectations.
Help identify which specialized motions are ready to scale or graduate as product maturity increases.
About You
Basic Qualifications
5+ years of experience in a customer-facing services role (Customer Success, consulting, account management, value management, or similar) within a complex software or SaaS environment.
2+ years of demonstrated experience with AI/ML or data-driven products/solutions in a customer-facing capacity (e.g., advisory, implementation, optimization, or value realization).
2+ years of demonstrated experience in Talent Acquisition or Human Resources, gained from working in recruitment/TA operations or supporting customers in the HR technology / TA tech space.
Other Qualifications
Proven expertise in leading and managing complex, strategic customer engagements with multiple stakeholders and workstreams, ideally in a specialized or overlay function.
Strong experience designing and executing structured success plans or programs that drive adoption, maturity, and measurable value outcomes over time.
Demonstrated ability to use data and health/adoption metrics to prioritize work, assess customer maturity, and tell a compelling value story to both business and technical audiences.
Consistent track record of collaborating and building strong, positive relationships with customers, including at the executive level (e.g., CHRO, Head of Talent Acquisition, HRIS leadership).
Excellent verbal and written communication skills, with the ability to chair executive-level meetings, translate complex AI and workflow concepts into clear business language, and influence decision-making.
Proven ability to engage and collaborate across multiple internal tea ms and functions.
Comfortable operating in evolving, incubating environments where frameworks are being refined, processes are being standardized, and motions are actively being tested and scaled.
Bachelor's degree or equivalent work experience; Business, HR, or Technical degree preferred.
Ability to travel up to 15%.
Workday Pay Transparency Statement
The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual