Adoption & Retention Programs Lead

Your work days are brighter here.

We’re 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, we’re shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you’ll 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. We’re 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, you’ll do meaningful work with Workmates who’ve got your back. In return, we’ll 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, you’ve 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 Workday’s 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 Workday’s 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, declining usage, 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 improvement

• Design and run pilots (e.g., new health models, AI‑enabled nudges, scaled outreach patterns) with clear hypotheses, success criteria, and scale‑up plans.

• Partner with Digital CS and other CoE teams to leverage automation and AI to extend reach and impact, especially in lower‑touch and long‑tail segments.

• Use feedback from customers, field teams, and data to iterate programs and keep the portfolio aligned to evolving business priorities and monetization models.

About You

Workday Pay Transparency Statement

The annualized base salary ranges for the primary location and any additional locations are listed below.  Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role-specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here.

Primary Location: USA.CA.Pleasanton

 

Primary Location Base Pay Range: $169,800 USD - $254,600 USD

 

Additional US Location(s) Base Pay Range: $143,400 USD - $254,600 USD

Additional Considerations:

If performed in Colorado, the pay range for this job is $150,900 - $226,300 USD based on min and max pay range for that role if performed in CO.

03/20/2026

Our Approach to Flexible Work
 

With Flex Work, we’re combining the best of both worlds: in-person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in-office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote "home office" roles also have the opportunity to come together in our offices for important moments that matter.

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