Director of Customer Success – Workday Product

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

📋 Description

• Spearhead and expand the Customer Success function throughout North America for Kainos’ Workday Products range.

• Foster customer retention, adoption, advocacy, and the realization of long-term value.

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

• Create proactive customer success strategies to pinpoint and address renewal and adoption risks.

• Ensure that customers attain measurable business value through success planning, executive engagement, and value realization initiatives.

• Lead regional renewal readiness and retention planning in collaboration with Account Directors and Customer Operations.

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

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

• Cultivate executive relationships with key customers and oversee escalations and recovery strategies.

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

• Ensure customer feedback informs product and service decisions.

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

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

• Collaborate with leaders from Professional Services, Support, Product, Sales, and Marketing to achieve customer outcomes.

• Provide counsel to senior leadership regarding retention trends, customer sentiment, risks, and opportunities.

⛳️ Requirements

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

• Demonstrated success in enhancing customer retention, adoption, and value realization on a large scale.

• Experience in managing managers and leading teams across various geographical locations.

• Strong background in executive customer engagement and relationship management.

• Experience in implementing customer success methodologies, health models, and customer lifecycle frameworks.

• Commercial awareness of subscription revenue, renewals, retention, and expansion strategies.

• Strong analytical skills and data-driven decision-making capabilities.

• Customer-centric leadership with a focus on measurable outcomes.

• Strategic thinker with the ability to transform vision into operational execution.

• Strong coaching and leadership abilities.

• Excellent communication, stakeholder management, and influencing skills.

• Comfortable navigating a fast-paced, evolving environment.

• Collaborative mindset with a focus on action and continuous improvement.

• Experience within the Workday ecosystem (preferred).

• Familiarity with customer success platforms such as Gainsight (preferred).

• Knowledge of enterprise HR, payroll, workforce management, or compliance solutions (preferred).

• Experience in leading AI-enabled or digital customer success initiatives (preferred).

🏝️ Benefits

• People-first culture.

• Support for growth and professional development.

• Commitment to diversity, equity, and inclusion.

• Recruitment accommodations and adjustments.

• Benefits provided by Kainos (not individually specified).