Director of Customer Success – Workday Product

🕒 July 31

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Kainos

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

📣 Marketing

📦 Logistics

💰 Venture Round on 1986-04

Healthcare • Marketing • Logistics

Kainos is a technology company focused on solving real problems for its customers and enhancing business operations through innovative IT solutions. With specialties in Enterprise Content Management, Application Management Services, Systems Integration, and Digital Transformation, Kainos serves clients across various sectors including healthcare, commercial, and the public domain. Their emphasis on building strong relationships and delivering impactful solutions is reflected in their two main business areas: Digital Services and Workday Practice, aimed at improving the lives of people and the functionality of organizations globally.

📋 Description

• Lead and scale the Customer Success function across North America for Kainos’ Workday Products portfolio • Drive customer retention, adoption, advocacy, and long-term value realization • Own Gross Revenue Retention and customer health outcomes across the North America portfolio • Develop proactive customer success strategies to identify and mitigate renewal and adoption risks • Ensure customers achieve measurable business value through success planning, executive engagement, and value realization programs • Lead regional renewal readiness and retention planning with Account Directors and Customer Operations • Build, lead, and develop a high-performing team of Customer Success Managers • Establish goals, performance expectations, development plans, succession plans, and talent pathways • Build executive relationships with strategic customers and sponsor escalations and recovery plans • Support Customer Advisory Boards, customer communities, advocacy programs, and executive briefings • Ensure customer feedback influences product and service decisions • Drive adoption of customer success methodologies, playbooks, lifecycle processes, and health frameworks • Use customer intelligence, health scoring, data insights, automation, and AI-enabled capabilities to improve scale and efficiency • Partner with Professional Services, Support, Product, Sales, and Marketing leaders to deliver customer outcomes • Advise senior leadership on retention trends, customer sentiment, risks, and opportunities

🎯 Requirements

• Proven experience leading Customer Success teams within a SaaS, subscription, or product-led technology business • Demonstrated success driving customer retention, adoption, and value realization at scale • Experience managing managers and leading geographically distributed teams • Strong executive customer engagement and relationship management experience • Experience implementing customer success methodologies, health models, and customer lifecycle frameworks • Commercial understanding of subscription revenue, renewals, retention, and expansion motions • Strong analytical and data-driven decision-making capabilities • Customer-centric leadership and measurable-outcome focus • Strategic thinking and ability to translate vision into operational execution • Strong coaching and leadership capability • Excellent communication, stakeholder management, and influencing skills • Comfort operating in a fast-growing, evolving environment • Collaborative approach with a bias for action and continuous improvement • Workday ecosystem experience (desirable) • Experience with customer success platforms such as Gainsight (desirable) • Knowledge of enterprise HR, payroll, workforce management, or compliance solutions (desirable) • Experience leading AI-enabled or digital customer success initiatives (desirable)

🏖️ Benefits

• People-first culture • Growth support and professional development • Diversity, equity and inclusion commitment • Recruitment accommodations and adjustments • Benefits offered by Kainos (not individually specified)