Director, Global Customer Success Technology & Innovation

Your work days are brighter here.

At Workday, it all began with a conversation over breakfast. When our founders met at a sunny California diner, they came up with an idea to revolutionize the enterprise software market. And when we began to rise, one thing that really set us apart was our culture. A culture which was driven by our value of putting our people first. And ever since, the happiness, development, and contribution of every Workmate is central to who we are. Our Workmates believe a healthy employee-centric, collaborative culture is the essential mix of ingredients for success in business. That’s why we look after our people, communities and the planet while still being profitable. Feel encouraged to shine, however that manifests: you don’t need to hide who you are. You can feel the energy and the passion, its what makes us unique. Inspired to make a brighter work day for all and transform with us to the next stage of our growth journey? Bring your brightest version of you and have a brighter work day here.

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About the Team

Global Customer Success (GCS) engages every customer to ensure that they achieve value from Workday. With our focus on customer growth and innovation, we improve product adoption and enhance customer outcomes. We meet each customer where they are, providing outstanding experiences across the lifecycle by focussing on outcomes and improving adoption of our products!

About the Role

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 Workdays 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.

Key Responsibilities

• 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.

About You

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.

Basic Qualifications

• 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.

Other Qualifications

• 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.

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 refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits in Canada, please click here. For more information regarding Workday’s comprehensive benefits in the US, please click here.

Primary Location: USA.CA.Pleasanton

Primary Location Base Pay Range: $216,600 USD - $324,900 USD

Additional CAN Location(s) Base Pay Range: $180,300 - $270,400 CAD

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means youll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote home office roles also have the opportunity to come together in our offices for important moments that matter.

Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Are you being referred to one of our roles? If so, ask your connection at Workday about our Employee Referral process!