Team Manager of Enterprise Customer Success

The Team Manager of Enterprise Customer Success holds a critical leadership position in shaping a high-performing team of Enterprise Customer Success Managers (ECSMs). This role is essential for driving customer adoption, retention, and growth, ultimately enhancing the overall customer experience and maximizing lifetime value.

What You’ll Do

• Lead and Inspire: Steer a dedicated team focused on delivering exceptional customer retention and growth outcomes.

• Develop Talent: Coach and mentor CSMs to excel in pivotal metrics such as onboarding, adoption, retention, satisfaction, and outcome management. Your guidance will empower them to become trusted advisors to our customers.

• Performance Management: Provide constructive feedback and manage performance evaluations, ensuring each team member can navigate challenging customer situations effectively. 

• Enhance Key Metrics: Coach the team to produce best-in-class onboarding, adoption, retention, growth, satisfaction, and outcome management.

• Strategic Growth Initiatives: Play a key role in scaling Workiva's Customer Success organization through strategic hiring, comprehensive onboarding, and ongoing training programs that cultivate CSM expertise.

• Cross-Departmental Collaboration: Keep the team informed with vital updates to and from Engineering, Sales, Marketing, Professional Services, and other departments to ensure alignment and shared goals.

• Enhance Team Efficiency: Implement tools and processes designed to boost the team's capacity for retention and growth, fostering an environment of continuous improvement.

• Customer-Centric Focus: Engage closely with CSMs to accurately identify positive business outcomes and define success for every customer. Your leadership will ensure that we proactively address customer satisfaction concerns before they escalate.

• Churn Prevention Leadership: Act as the primary contact for escalated customer issues, leading efforts to prevent churn and ensuring our customers receive the highest level of support.

What You'll Need

Minimum Qualifications

• 8+ years of related experience in Customer Success, Customer Service, Account Management, or Sales

• 3+ years of direct people management experience preferred, including supervisory experience of supervisor and/or individual contributors

• Bachelor’s Degree: an advanced degree may be considered in lieu of professional experience 

Preferred Qualifications

• Management experience in a SaaS environment preferred

• Adaptable and flexible with the ability to work successfully in a fast-paced environment 

• Exceptional customer-facing communication and interpersonal skills; adept at understanding and fulfilling customer needs

• Strong problem-solving and analytical skills to drive valuable solutions and decisions

• Strong time management, multitasking, and deadline-oriented approach to managing multiple projects simultaneously  

Travel Requirements and Working Conditions 

• Willingness to travel, with less than 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

✅ 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.

Workiva is an Equal Employment Opportunity and Affirmative Action Employer.  We believe that great minds think differently.  We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation.  Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.  We strongly encourage and welcome people from historically marginalized groups to apply.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.
 

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.