Lead Customer Success Manager - Emerging Solutions

Job Summary:

As a Lead Customer Success Manager (CSM) at Workiva, you're pivotal in ensuring our customers thrive. You'll oversee the entire customer experience, focusing on their success, growth, and realizing value. You'll guide communication strategies and champion 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 the Workiva platform

• Continuously prove return on investment (ROI) to your customers at the VP or Chief Executive level

• Consult, internally and with the customer, on best practices, workflows, and management business reviews

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

• Identify risks, develop risk mitigation plans, and accurately forecast upcoming revenue changes within our highest-touch named accounts with the most growth potential; take appropriate actions to manage and/or escalate to an efficient resolution

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

• Ensure all 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 and forecast a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets

• Enable customers to attain maximum value from the Workiva Platform concerning high-level strategic initiatives and departmental goals

• Drive team improvements through quarterly, internally assigned MBOs (Management by Objectives)

• Lead by example and utilize leadership skills to benefit others in the Customer Success team

What You'll Need:

Minimum Qualifications:

• Requires a minimum of 6 years of related experience

• Bachelor’s degree

• An advanced degree will be considered in lieu of experience

Preferred Qualifications:

• Expert in assigned customer use cases and solutions within a software platform

• Deeply committed to customer success, not just satisfaction

• Ability to understand complex problems deeply and simply explain potential solutions while mapping out how to achieve them

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

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

Remote-Ready Excellence:

• Willingness to travel, with up to 20% 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: 

$87,000.00 - $148,000.00

• 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 pla