Senior Director, Enterprise Customer Success

Summary

The Senior Director of Enterprise Customer Success is an experienced leader with a proven track record of successfully navigating the complexities of scaling customer success strategies to support organizational growth from $1 billion to $2 billion in annual recurring revenue. This role optimizes processes, fosters high-performance teams, and delivers consistent customer value during rapid expansion. It also includes setting targets that align with the company's objectives. This individual will develop strategic Customer Success plans aimed at promoting growth and enhancing customer satisfaction within the organization. 

What You’ll Do

People Management

• Builds a strong, sustainable organization with high levels of employee engagement by attracting and developing superior talent and rewarding superior performance of teams and individuals

• Provides employees with coaching, feedback, and developmental opportunities to enhance their skills, motivation, and performance

• Maintains an atmosphere of respect, mutual support, flexibility, continuous learning, good humor, and commitment to business goals and customer needs to fulfill the company vision

• Creates a metric-driven environment that aligns with the strategic outcomes

• Rewards superior team and individual performance in ways that enhance employee engagement, commitment, and satisfaction

• Establishes and maintains relationships and effectively communicates with customers, business unit leaders, and senior management to raise visibility and ensure collaboration with appropriate key stakeholders

• Manages operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions

Enterprise Customer Success Strategy, Vision, and Leadership

• Develops and Directs implementation and execution of Enterprise Customer Success policies and practices

• Develop an annual Enterprise Customer Success plan in support of Workiva's strategy and objectives

• Identifies and works with the Vice President of Customer Success and other Client Service Leaders to recognize internal and external opportunities and solutions

• Develops and implements strategies to support the vision and leadership of Workiva

• Ensures communications are coordinated, supports Customer Success plan objectives, and meets organizational expenditure requirements

Enterprise Customer Success Management and Operations

• Builds, develops, and manages a Customer Success team capable of carrying out needed service initiatives

• Prioritizes and drives Customer Success strategies across multiple teams and phases to ensure that customer solutions are aligned with business objectives

• Oversees the day-to-day activities of the team through staff development, planning and forecasting, and budgetary obligations

• Implements and manages initiatives that align with the overall vision of the Customer Success team

What You'll Need

 Minimum Qualification

• Undergraduate Degree or equivalent combination of education and experience in a related field

• 12+ years of experience leading and scaling Customer …