The posting
Sana is an AI lab building superintelligence for work. We believe organizations can accomplish their missions faster when humans can effortlessly access knowledge, automate repetitive work, and learn anything with the help of agentic AI. As part of Workday, we are committed to building AI that augments humans. If that’s a mission that excites you, you’re in the right place.
About the role: We believe that everything starts with learning. And that by changing the way the world learns, we can change the world for the better. If that’s a mission that excites you, you’ll be in great company as part of the Sana team in Workday. The Sana team is known for its adaptability, entrepreneurial spirit, and relentless pursuit of excellence, embodying our core belief that learning is the foundation of all meaningful change. We work very closely with the companies who choose Sana. Together we problem solve, design solutions and implement them to drive change. Ultimately we measure ourselves through the impact we achieve through rolling out and adopting Sana. Our challenges are to continually learn and adapt to meet the unique needs of each company and team, and implement the creative solutions that make us proud of what we have achieved. While doing so we define what the future Sana's customer success, solution engineering and deployments teams will look like. By scaling this team, we create a significant impact on how people learn, across every industry, and across the globe.
In this role, you will: Own end-to-end customer engagements Serve as the overall engagement owner for assigned accounts, accountable for successful implementation and ongoing value realisation.
Lead complex deployments of Sana for medium and large enterprise customers, from discovery and design through go-live and post-launch optimisation.
Lead project and program delivery Define and manage project scope, plan, timelines, risks, and dependencies across multiple work streams.
Ensure delivery within the budget and scope outlined in the Statement of Work, proactively managing changes and trade-offs.
Coordinate internal Sana resources and external partners to deliver against project objectives.
Engage senior customer stakeholders Build and maintain trusted advisor relationships with executive sponsors and key decision makers.
Facilitate steering committees and executive readouts, clearly articulating progress, risks, and business impact.
Align Sana’s roadmap and capabilities with the customer’s strategic priorities and success metrics.
Drive adoption and measurable impact Define, track, and report on success metrics and KPIs for each engagement.
Work closely with customer project managers and business owners to promote adoption, ensure change readiness, and drive continuous improvement.
Identify optimisation and expansion opportunities that increase the value customers realise from Sana.
Provide strategic and solution guidance Translate business requirements into solution designs and implementation plans in collaboration with Solution Engineering and Product.
Advise customers on best practices for learning, change management, and digital adoption, leveraging Sana’s capabilities.
Challenge and refine customer requirements where needed to ensure viable, scalable, and high-impact solutions.
Collaborate cross-functionally and with partners Work effectively with Sales to scope new engagements, shape proposals, and ensure a smooth transition from pre‑sales to delivery.
Manage third-party partners or vendors as part of the overall project team, maintaining accountability for overall outcomes.
Provide structured feedback to Product and Engineering based on customer needs and deployment learnings.
About you: Basic Qualifications
Minimum 5+ years of experience in customer success, consulting, or similar roles Experience working with enterprise customers and senior stakeholders Proven ability to drive adoption and measurable customer outcomes
Other qualifications: Enterprise Customer Success: High-performing CSMs who have driven adoption, value, and expansion in complex B2B SaaS environments Consulting or Strategy: Experience solving ambiguous problems and working directly with senior stakeholders Implementation or Transformation: Experience driving large-scale change, adoption, or system rollouts within enterprise organizations A builder who improves systems, not just follows them Comfortable operating with ownership and autonomy Able to move from strategy to execution Focused on outcomes and impact, not just activity
