Director of Customer Success – Workday Product

🔥 2 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 11%

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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 • Drive customer retention, adoption, advocacy, and long-term value realization across Kainos' Workday Products portfolio • Lead a team of Customer Success Managers • Ensure customers achieve measurable business outcomes and realize value from their investment • Partner with Sales, Professional Services, Support, Product, and Customer Operations to deliver a seamless customer experience • Own Gross Revenue Retention and customer health outcomes across the North America portfolio • Drive proactive customer success strategies and mitigate renewal and adoption risks • Lead regional renewal readiness and retention planning • Build, lead, and develop a high-performing Customer Success team • Establish goals, performance expectations, development plans, succession plans, and talent pathways • Build executive-level relationships with strategic customers • Sponsor customer escalations and lead recovery plans • Support Customer Advisory Boards, customer communities, advocacy programs, and executive briefings • Represent customer feedback in 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 • Improve reporting, forecasting, segmentation, and customer lifecycle management • Align customer success activities with growth, expansion, and product adoption objectives • Provide senior leadership with recommendations on retention trends, 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 track record of executive customer engagement and relationship management • 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 operational execution • Strong coaching and leadership capability • Excellent communication, stakeholder management, and influencing skills • Comfort operating in a fast-growing, evolving environment • Collaboration, bias for action, and continuous improvement • Experience within the Workday ecosystem (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