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 Adoption & Retention Programs Lead will establish a new function in the Customer Success Center of Excellence, reporting to the Sr. Director of Customer Success Innovation. This role designs and orchestrates a portfolio of scaled programs that protect and grow Workday’s customer base by improving product adoption, value realization, and renewal health across regional and product Customer Success teams.About the Role
Design and own global adoption & retention programs
Define and maintain the multi‑program portfolio for adoption and retention across Workday’s core and acquired businesses, aligned to retention, adoption, and CSAT.
Translate strategic objectives into structured programs with clear charters, cohorts, triggers, plays, and success metrics.
Ensure programs are designed for scalability and repeatability, with templates and guidance that can flex to regional and product‑specific needs.
Integrate programs into the GTM and CS operating model
Align programs with regional Revenue + Customer Success leaders so that motions reinforce account strategies, coverage models, and territory structures.
Clarify roles, responsibilities, and handoffs across CS (core and specialized), Sales, Renewals, and Digital CS for each program.
Influence and codify standard ways of working (playbooks, runbooks, RACIs) and drive consistent execution across teams.
Make programs data‑driven and measurable
Define program‑level KPIs and measurement frameworks tied to logo and net retention, adoption/usage milestones, health score movement, and CSAT.
Partner with Operations and Analytics to build and refine dashboards and telemetry that surface risk, adoption gaps, and program performance.
Develop concise, executive‑ready narratives for operating reviews, QBRs, and leadership forums that connect data to insights, decisions, and next actions.
Mitigate risk and protect revenue integrity
Build structured motions for high‑risk cohorts (e.g., low adoption pre‑renewal, Sold‑Not‑Implemented SKUs, declining usage, at‑risk segments in the move to consumption).
Collaborate with specialized CS and product teams to incorporate product‑specific risk and opportunity signals into global programs.
Drive consistent use of health scores, risk flags, and play triggers across teams, closing the loop between signal, action, and outcome.
Simplify processes and scale through platforms
Identify fragmentation and inefficiencies in current adoption and retention motions; lead cross‑functional efforts to simplify and standardize end‑to‑end processes.
Embed programs into systems and workflows (CRM, CS platforms, Digital CS tooling) so that they become part of the standard operating model, not side initiatives.
Capture and socialize best practices and lessons learned across regions and products to accelerate scaling and reduce local reinvention.
Drive innovation, pilots, and continuous improvement
Design and run pilots (e.g., new health models, AI‑enabled nudges, scaled outreach patterns) with clear hypotheses, success criteria, and scale‑up plans.
Partner with Digital CS and other CoE teams to leverage automation and AI to extend reach and impact, especially in lower‑touch and long‑tail segments.
Use feedback from customers, field teams, and data to iterate programs and keep the portfolio aligned to evolving business priorities and monetization models.
About You
8+ years of experience in Customer Success, Program Management, Sales/GTM Strategy, CS Operations, or a related field within SaaS, cloud, or enterprise software.
Proven track record designing and running cross‑functional adoption and/or retention programs that delivered measurable improvements in ARR, churn, or product usage.
Experience operating in global, highly matrixed environments across regions and segments (e.g., Large Enterprise, Mid‑Enterprise, SMB).
Other Qualifications
Deep understanding of Customer Success operating models, including segmentation, coverage models, renewals, adoption, and value realization.
Demonstrated experience turning strategy into structured programs and playbooks, with clear triggers, workflows, and KPIs.
Strong analytical skills and comfort working with CRM and CS platforms (e.g., Salesforce, Gainsight or similar) and BI tools (e.g., Tableau, Sigma) to inform decisions and measure impact.
Excellent communication and executive storytelling skills; able to synthesize complex data and cross‑functional input into clear, actionable narratives.
Strong influencing and stakeholder management skills; effective at aligning and mobilizing stakeholders without direct authority.
Ability to move fluidly between strategy and execution—comfortable shaping multi‑quarter program roadmaps and also digging into detailed process design and change plans.
High degree of ownership, judgment, and follow‑through, with a bias for outcomes on retention, adoption, and CSAT.
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, please click here.
Primary Location: USA.CA.Pleasanton
Additional Considerations:
If performed in Colorado, the pay range for this job is $150,900 - $226,300 USD based on min and max pay range for that role if performed in CO.The application deadline for this role is the same as the posting end date stated as below:
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 you'll 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.
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