Senior Customer Success Manager - Emerging Solutions

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

Travel Requirements & Working Conditions

• Minimal travel for internal meetings

• Reliable internet access for any period of time working remotely and not in a Workiva office

How You’ll Be Rewarded

✅ 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 …