Director of Customer Success – Workday Product

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and expand the Customer Success function throughout North America

• Enhance customer retention, adoption, advocacy, and long-term value realization across Kainos' Workday Products portfolio

• Manage a team of Customer Success Managers

• Ensure customers achieve quantifiable business outcomes and derive value from their investments

• Collaborate with Sales, Professional Services, Support, Product, and Customer Operations to provide a seamless customer experience

• Take ownership of Gross Revenue Retention and customer health outcomes for the North America portfolio

• Implement proactive customer success strategies to mitigate risks related to renewal and adoption

• Lead regional planning for renewal readiness and retention

• Build, lead, and nurture a high-performing Customer Success team

• Set goals, performance expectations, development plans, succession plans, and talent pathways

• Cultivate executive-level relationships with key strategic customers

• Oversee customer escalations and direct recovery plans

• Support Customer Advisory Boards, customer communities, advocacy programs, and executive briefings

• Represent customer feedback in product and service decision-making processes

• Foster the adoption of customer success methodologies, playbooks, lifecycle processes, and health frameworks

• Leverage customer intelligence, health scoring, data insights, automation, and AI-driven capabilities to enhance scalability and efficiency

• Enhance reporting, forecasting, segmentation, and customer lifecycle management

• Align customer success initiatives with growth, expansion, and product adoption goals

• Provide senior leadership with insights on retention trends, customer sentiment, risks, and opportunities

⛳️ Requirements

• Proven track record in leading Customer Success teams within a SaaS, subscription, or product-led technology environment

• Demonstrated success in driving customer retention, adoption, and value realization at scale

• Experience in managing managers and leading teams across various geographies

• Strong history of executive customer engagement and relationship management

• Familiarity with implementing customer success methodologies, health models, and customer lifecycle frameworks

• Commercial insight into subscription revenue, renewals, retention, and expansion strategies

• Strong analytical skills and a data-driven approach to decision-making

• Customer-focused leadership with an emphasis on measurable outcomes

• Ability to think strategically while executing operational tasks

• Excellent coaching and leadership skills

• Outstanding communication, stakeholder management, and influencing abilities

• Comfortable working in a fast-paced and evolving environment

• Collaborative mindset with a bias for action and a commitment to continuous improvement

• Experience within the Workday ecosystem is desirable

• Familiarity with customer success platforms such as Gainsight is desirable

• Knowledge of enterprise HR, payroll, workforce management, or compliance solutions is desirable

• Experience in leading AI-enabled or digital customer success initiatives is desirable

🏝️ Benefits

• People-first culture

• Growth support and professional development

• Commitment to diversity, equity, and inclusion

• Recruitment accommodations and adjustments