Director of Global Customer Success, Workday
Technology & Innovation
$216.6-324.9k
Salary shown is for US candidates. Pay Range in Canada: $180,300 - $270,400 CAD
More information about location
Enterprise AI platform for managing HR and finance
Job no longer available
Enterprise AI platform for managing HR and finance
1001+ employees
Job no longer available
$216.6-324.9k
Salary shown is for US candidates. Pay Range in Canada: $180,300 - $270,400 CAD
More information about location
1001+ employees
Company mission
To leverage the power of AI to elevate humans and supercharge work, moving business forever forward.
Role
Who you are
- 8+ years applying critical thinking in a business transformation, digital innovation, analytics, or technology leadership role
- Experience leading an impactful and innovative team in a globally distributed matrix organization
- Expertise in customer success processes and technologies, including workflow automation, customer health metrics, and omni-channel engagement platforms
- Proficiency in reinforcement learning techniques for decision optimization
- Experience in statistical languages such as R or Python for advanced data analysis, and experience with databased querying
- Experience in professional services, management consulting, or other similar environment would be preferred
- Strong commercial mentality to understand strategic business priorities and craft analytical or technical problem statements
- Critical thinking skills and resourcefulness to circumvent constraints in pursuit of innovation
- Consultative approach, including ability to translate business needs into technical requirements
- The successful candidate will be commercially savvy and have the ability to convey insights and translate them into recommendations in the language of the business
- You are a strategic leader with agile experience and a deep understanding of operational efficiency strategies
- At the same time, a strong analytics foundation allows you to guide technical resources on the execution of strategic priorities
- You are always looking for ways to make your team’s role more relevant and less complex and intrinsically understand how to use technology to scale impact
What the job involves
- The Director, GCS Technology & Innovation will lead a small team responsible for integrating and contextualizing data across all customer touchpoints to provide insights that drive the delivery of timely, relevant, and personalized customer experiences
- This role will act as the GCS business lead for enterprise-level technical transformation efforts and align innovation goals with Workday's broader strategic objectives
- You will advocate for data-driven decision making and be a trusted advisor on the application of groundbreaking technologies, including agentive and agentic AI, to improve the efficiency of Customer Success operations and deliver preemptive, proactive, and prescriptive customer engagements
- Harnessing customer intelligence derived from behavioural analytics, the role will develop engagements that are delivered through both human and digital-led channels, ensuring a more tailored and effective experience
- This position works closely with cross-functional leaders to identify, prioritize, and deliver high-impact initiatives that drive business outcomes
- Success is measured by delivering business impact such as increased ACV growth, reduced churn risk, improved operating margins, and enhanced customer satisfaction
- Drive a comprehensive Customer Success data and technology strategy and collaborate with technical teams and SMEs to construct business requirements
- Identify and implement workflow automation technologies that improve CSM efficiency and reduce manual effort
- Develop data assets (e.g usage metrics, risk profiles) that generate prioritized recommendations, promoting self-service and proactive success strategies
- Introduce and scale digital engagement strategies, including omni-channel customer experiences and conversational AI solutions for both internal and customer-facing agents
- Introduce tools, processes, and frameworks that encourage data-driven decision-making and continuous improvement
- Participate in agile product development by providing counsel on business understanding, logical thinking, and statistical techniques
- Develop an innovation mentality within Customer Success and introduce tools and processes that encourage critical thinking
- Periodically assess the innovation portfolio to ensure prioritization of high-impact initiatives aligned with strategic business outcomes
Our take
Workday is a cloud-based software vendor that provides management of workforces and finances. The company uses a single database for workforce management and financial management to offer integration and optimize business intelligence across companies. It has added to the packages and tools it offers over the years, providing analytic options that allow companies to combine third-party data with information collected by Workday.
The company has also grown through acquisitions and partnerships to broaden its capabilities.. Most recently, in 2025 it purchases Sana, an AI-driven enterprise knowledge and learning platform, to create a "new front door for work". This acquisition allows Workday to integrate Sana's AI-powered search, agents, and learning capabilities with its own data and workflows, allowing employees to access information, automate tasks, and complete their day entirely within Workday.
Through a combination of strategic acquisitions and in-house development, WOrkday has built a comprehensive suite of HR, financial, and enterprise tools. By focusing on innovation and AI-driven workflows, the company continues to push productivity and decision-making for organizations worldwide. Building on this track record, Workday is very much positioned for even more growth, reinforcing its status as a leader in shaping the future of work.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Oct 2011
$85m
SERIES F
Apr 2009
$75m
SERIES E
Total funding: $215.3m
Company HQ
Pleasanton, CA
Leadership
Aneel Bhusri
(Co-Founder & Executive Chair)Annel began his career at Morgan Stanley as a Corporate Finance Analyst. He then spent nearly 6 years at PeopleSoft as a Senior VP before co-founding Workday in 2005, where he has served as the CEO ever since.
Carl Eschenbach
(CEO)Carl joined Workday in 2022 as Co-CEO, becoming CEO in 2024. He has also been a Partner at Sequoia Capital since 2016. Previously, he spent 14 years at VMware as President and COO and 3 years at Inktomi Corporation as the VP of North America Sales.
Peter Bailis
(CTO)Prior to joining Workday in 2025, People was a VP of Engineering at Google. He also previously founded Sisu Data, where he served as the CEO for over 5 years.
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