Director of Customer Success (Workday Product)
Join Kainos and Shape the Future
At Kainos , we’re problem solvers, innovators, and collaborators - driven by a shared mission to create real impact. Whether we’re transforming digital services for millions, delivering cutting-edge Workday solutions, or pushing the boundaries of technology, we do it together.
We believe in a people-first culture , where your ideas are valued, your growth is supported, and your contributions truly make a difference. Here, you’ll be part of a diverse, ambitious team that celebrates creativity and collaboration.
Ready to make your mark? Join us and be part of something bigger.
About the Role
The Director of Customer Success – North Americais responsible forleading and scaling the Customer Success function across the North American region, driving customer retention, adoption, advocacy, and long-term value realization across Kainos ' Workday Products portfolio.
Reporting to theChief Customer Officer,the role leads a team of Customer Success Managers and is accountable for ensuring customers achieve measurable business outcomes, realise value from their investment, and remain engaged advocates of Kainos . The Director will partner closely with Sales, Professional Services, Support, Product, and Customer Operations to deliver a seamless customer experience and predictable retention outcomes.
This is a strategic leadership role that combines people leadership, customer engagement, operational excellence, and commercial accountability.
Key Responsibilities
Customer Retention & Value Realisation
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Own Gross Revenue Retention (GRR) and customer health outcomes across the North America portfolio.
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Drive a proactive, outcome-focused customer success strategy thatidentifiesand mitigates renewal and adoption risks early.
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Ensure customers achieve measurable business value through structured success planning, executive engagement, and value realization programs.
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Lead regional renewal readiness and retention planning in partnership with Account Directors and Customer Operations.
Customer Success Leadership
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Build, lead, and develop a high-performing team of Customer Success Managers.
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Establish clear goals, performance expectations, and development plans aligned to businessobjectives.
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Foster a culture of customer obsession, accountability, continuous learning, and collaboration.
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Create succession plans and talent development pathways to support organizational growth.
Customer Engagement & Advocacy
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Build executive-level relationships with strategic customers across the region.
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Sponsor key customer escalations and lead recovery plans whererequired.
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Support the development and execution of Customer Advisory Boards, customer communities, advocacy programs, and executive briefings.
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Act as a customer champion across the business, ensuring customer feedback influences product and service decisions.
Operational Excellence
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Drive consistent adoption of customer success methodologies, playbooks, lifecycle management processes, and customer health frameworks.
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Leverage customer intelligence, health scoring, and data insights to prioritize investments and actions.
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Partner with Customer Operations to improve reporting, forecasting, segmentation, and customer lifecycle management.
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Use automation and AI-enabled capabilities to increase scale and efficiency while preserving customer outcomes.
Cross-Functional Leadership
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Partner with Professional Services, Support, Product, Sales, and Marketing leaders to deliver joined-up customer outcomes.
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Align customer success activities with broader growth, expansion, and product adoptionobjectives.
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Provide insight and recommendations to senior leadership on retention trends, customer sentiment, risks, and opportunities.
What We're Looking For
Essential Experience
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Proven experience leading Customer Success teams within a SaaS, subscription, or product-led technology busin