Adoption & Retention Programs Lead

Workday, Inc • Chicago, IL • 2h ago

This job was posted by https://illinoisjoblink.illinois.gov : For more information, please see: https://illinoisjoblink.illinois.gov/jobs/13357537

Your work days are brighter here.

Were obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, were shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, youll feel it. Not just in the products we build, but in how we show up for each other. Our culture is rooted in integrity, empathy, and shared enthusiasm. Were in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you\'re building smarter solutions, supporting customers, or creating a space where everyone belongs, youll do meaningful work with Workmates whove got your back. In return, well give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, youve found a match in Workday, and we hope to be a match for you too.

About the Team

The Adoption & Retention Programs Lead will establish a new function in the Customer Success Center of Excellence, reporting to the Sr. Director of Customer Success Innovation. This role designs and orchestrates a portfolio of scaled programs that protect and grow Workdays customer base by improving product adoption, value realization, and renewal health across regional and product Customer Success teams.\ \ You will sit at the intersection of Customer Success, Sales, Product & Technology, and Operations, translating strategy into clear, repeatable programs that can be executed consistently across regions, segments, and product lines. Responsibilities include defining and running global adoption and retention programs, integrating them into the GTM and CS operating model, and using data to measure impact and continuously improve.

About the Role

Design and own global adoption & retention programs

Define and maintain the multi-program portfolio for adoption and

retention across Workdays core and acquired businesses, aligned to retention, adoption, and CSAT.

Translate strategic objectives into structured programs with clear

charters, cohorts, triggers, plays, and success metrics.

Ensure programs are designed for scalability and repeatability, with

templates and guidance that can flex to regional and product-specific needs.

Integrate programs into the GTM and CS operating model

Align programs with regional Revenue + Customer Success leaders so

that motions reinforce account strategies, coverage models, and territory structures.

Clarify roles, responsibilities, and handoffs across CS (core and

specialized), Sales, Renewals, and Digital CS for each program.

Influence and codify standard ways of working (playbooks, runbooks,

RACIs) and drive consistent execution across teams.

Make programs data-driven and measurable

Define program-level KPIs and measurement frameworks tied to logo

and net retention, adoption/usage milestones, health score movement, and CSAT.

Partner with Operations and Analytics to build and refine dashboards

and telemetry that surface risk, adoption gaps, and program performance.

Develop concise, executive-ready narratives for operating reviews,

QBRs, and leadership forums that connect data to insights, decisions, and next actions.

Mitigate risk and protect revenue integrity

Build structured motions for high-risk cohorts (e.g., low adoption

pre-renewal, Sold-Not-Implemented SKUs, decliningusage, at-risk segments in the move to consumption).

Collaborate with specialized CS and product teams to incorporate

product-specific risk and opportunity signals into global programs.

Drive consistent use of health scores, risk flags, and play triggers

across teams, closing the loop between signal, action, and outcome.

Simplify processes and scale through platforms

Identify fragmentation and inefficiencies in current adoption and

retention motions; lead cross-functional efforts to simplify and standardize end-to-end processes.

Embed programs into systems and workflows (CRM, CS platforms,

Digital CS tooling) so that they become part of the standard operating model, not side initiatives.

Capture and socialize best practices and lessons learned across

regions and products to accelerate scaling and reduce local reinvention.

Drive innovation, pilots, and continuous improveme

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