Senior Customer Success Manager - Emerging Solutions

Job Summary:

Workiva's Senior Customer Success Managers (CSMs) are vital members of our customer-facing team. Serving as the primary contact, they manage the entire customer lifecycle, emphasizing business outcomes, identifying growth opportunities, and ensuring value realization in high-value named accounts post-sale. As a Senior CSM, your mission is to maximize customers’ return on investment (ROI) in the Workiva Platform. Building strong relationships with key stakeholders, you'll serve as a strategic advisor, moving them forward in product maturity. Collaborating with various internal teams, your mission is to drive widespread adoption through effective onboarding, training, and support.

What You’ll Do:

• Drive customer adoption of Workiva solutions

• Continuously prove return on investment (ROI) to your customers at the Senior Management level

• Consult on best practices, workflows, and management business reviews

• Develop multi-level relationships throughout customer organizations, serve as a trusted advisor to executives & key stakeholders

• Identify risks and develop risk mitigation plans within high-touch named accounts & take appropriate actions to manage and escalate to an efficient resolution

• Record customer activity, outcomes, issues, and communication in customer management tools

• Ensure top customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans

• Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Services, Marketing, Product, & Engineering teams

• Work with Sales to manage a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets

• Enable customers to use the Workiva Platform to achieve technology goals and maximize return on investment (ROI)

What You'll Need:

Minimum Qualifications:

• Requires a minimum of 4 years of related experience in Customer Success, Customer Service, Account Management, or Sales

• Bachelor’s degree 

• An advanced degree will be considered in lieu of experience

Preferred Qualifications:

• Deeply committed to customer success - not just satisfaction

• Ability to understand complex problems deeply and explain potential solutions simply

• Expert observation, communication, and presentation skills with a high level of comfort in delivering consultative recommendations to executives & management teams

• Self-starter with the ability to manage time and prioritize competing demands

Remote - Ready Excellence: 

• Willingness to travel, with up to 15% travel expected for team and corporate meetings, contributing to building strong relationships and representing the company's interests.

• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements.

How You’ll Be Rewarded:

• Salary range in the US: 

$69,000.00 - $117,000.00

• A discretionary bonus typically paid annually
• Restricted Stock Units granted at time of hire
• 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Where You’ll Work

Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we’ve created.

We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need—backed by our culture of collaboration and diverse thought—to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today’s most challenging problems.

At Workiva, you’ll enjoy: 

• Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.

• Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.

• Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and more