Principal Customer Success Manager

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We need to parse the job posting. We have description: "As a Principal Customer Success Manager, you'll own Workiva's most strategic and complex enterprise accounts..." That's about the role. So we can have

About the role

with paragraph(s) summarizing? But we must preserve all substantive information, not summarize away detail. However we can keep the prose as is, maybe multiple paragraphs. We need to extract sections: Responsibilities (What You'll Do) includes bullet-like paragraphs but not actual bullet list. The text includes headings like "Customer Journey & Success Planning", "Platform Adoption", "Sales Collaboration", "Executive Presence", "Risk & Issue Resolution", "Operational Excellence", "Mentorship & Organizational Impact". Those are subheadings within responsibilities. We could treat each as a

? But spec only says use

for section headings (e.g., About the role, Responsibilities, Requirements...). It doesn't forbid other headings, but we should follow spec: Use

for section headings. Likely they want top-level sections only. So we can have

Responsibilities

and then under that we can have paragraphs or

• for list of duties. The posting has paragraphs describing duties; we can convert each duty into
• . However we need to preserve all substantive information; we can break into list items. Similarly Requirements: "What You'll Need" includes Minimum Qualifications and Preferred Qualifications. We can have

  Requirements

  with sub-sections maybe

  but not required. Could use

  • for each qualification. Skills: maybe not explicit separate section; but we could infer from qualifications. However spec says only include section if posting has real specific content for it. There's no explicit "Skills" heading; but we could treat qualifications as skills. But better to follow: we have Requirements (minimum and preferred). Could also have Qualifications section separate? The spec list includes Qualifications as possible heading. The posting has Minimum Qualifications and Preferred Qualifications. So we could have

    Qualifications

    with two sublists: Minimum and Preferred. Or we could have Requirements and Qualifications separate. But to avoid duplication, we can combine. Benefits: The posting includes "How You'll Be Rewarded" with salary range, bonus, RSU, 401(k) match, comprehensive employee benefits package. Also mentions travel requirements etc. So we can have

    Benefits

    with list items: salary range, discretionary bonus, RSU, 401(k) match, comprehensive benefits. Also maybe travel requirements under Working Conditions? Could be separate Schedule? Travel up to 20% maybe schedule? Not exactly schedule. There's no explicit schedule. So we may not include Schedule section. Pay: The posting includes salary range. Could be separate Pay section. But spec says include Pay section only if posting actually states them. It does state salary range. So we could have

    Pay

    with paragraph about salary range, bonus, RSU, 401(k). However Benefits also includes compensation. To avoid duplication, we could have Pay for salary range and bonus, Benefits for other benefits. But spec says prefer few substantive sections over many thin ones. Might combine Pay and Benefits into one Benefits section. However they listed Pay as possible heading; we can decide to include Pay if we have salary info. But we also have other benefits. Could do both: Pay section with salary range, bonus, RSU; Benefits section with 401(k) match, comprehensive benefits, travel requirements, remote work. That seems reasonable. Schedule: Not specified; no explicit schedule like hours, shift. Travel up to 20% maybe not schedule. So we omit Schedule. Now we need to remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. At end there is EEO statement, accommodation request, security training, remote work statement, originally posted on Himalayas. Those should be removed. We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like "10+ years in B2B SaaS Customer Success, Account Management, or Consulting", "Bachelor's degree or equivalent experience", etc. We need to convert lists into
    • . For responsibilities, we have multiple paragraphs each starting with a bold heading? Actually the text uses headings like "Customer Journey & Success Planning", then paragraph. We could treat each heading as a
    • with subparagraph? But spec says use
      • for any list of duties/requirements/benefits. So we can make each duty a
      • . Inside
      • we can have paragraphs if needed. We need to preserve the content exactly, not summarizing. So we need to copy the sentences. Let's extract responsibilities sections: - Customer Journey & Success Planning: - Build and maintain a comprehensive picture of each account's organizational structure, business priorities, and long-term strategic goals, then develop multi-year account plans that connect those realities to Workiva capabilities - Cultivate relationships across every stakeholder layer including business owners, finance leaders, IT contacts, and C-suite executives, as an ongoing partnership rather than a contract-driven engagement - Identify platform adoption opportunities by mapping Workiva capabilities against each customer's evolving needs and priorities, anticipating where their business is headed rather than reacting to where it is today - Lead Business Reviews that speak to enterprise-level outcomes: operational efficiency, compliance readiness, reporting accuracy, and business impact - Platform Adoption: - Use product usage data and health signals to diagnose what's working and what isn't across the most complex accounts, then design targeted interventions that address the root causes of adoption gaps - Ask consultative questions to uncover workflow gaps and build enablement plans that drive lasting behavior change rather than short-term usage spikes, applying a deep understanding of how enterprise teams learn and adopt new capabilities - Look past the current adoption playbook to spot where it will break next: emerging use cases, shifting customer expectations, or platform capabilities the team doesn't yet have a model for driving adoption on. - Build the frameworks that get ahead of those gaps before they show up broadly - Sales Collaboration: - Identify expansion opportunities through structured whitespace analysis and bring well-qualified signals to your AE with a clear business case, driving a higher win rate on the opportunities you surface - Provide renewal forecasts well ahead of deadlines, flag risk early with a mitigation plan attached, and navigate the most complex commercial conversations with confidence - Executive Presence: - Engage consistently with senior-level stakeholders and communicate in terms that resonate with business leaders: operational risk, efficiency, compliance confidence, and measurable impact - Equip internal executive sponsors with the necessary context before high-stakes customer conversations and serve as the person internal leaders turn to for insight on your most strategic accounts - Risk & Issue Resolution: - Identify risk themes by analyzing health trends, engagement signals, and relationship dynamics proactively, and act before issues surface with customers - Own escalations from identification through resolution: document the root cause, coordinate across functions, and keep the customer informed throughout - Anticipate the next category of risk before the organization has a name for it, whether that's a shift in the market, a new competitive threat, or a structural change in how customers evaluate the platform. - Shape how the CS team thinks about and prepares for risks it hasn't encountered yet - Operational Excellence: - Share account patterns and insights with your CPX team and AE partners to build collective knowledge of what works across the organization, and lead the development of team-wide practices that make excellent execution repeatable - Orchestrate specialists across Solution Success, Product Success, Data Management, Support, and other functions on your most complex, multi-location accounts, and set the standard for how the broader organization coordinates specialist engagement so it feels seamless to the customer - Mentorship & Organizational Impact: - Partner with CS leadership to shape how the function evolves, including methodology, automation and efficiency, and best practices, so your impact extends beyond your own book of business Now Requirements/Qualifications: Minimum Qualifications: - 10+ years in B2B SaaS Customer Success, Account Management, or Consulting - Bachelor's degree or equivalent experience Preferred Qualifications: - A track record of retaining and growing multi-stakeholder enterprise accounts across multiple renewal cycles, including experience leading the most difficult renewals and negotiations - Commercial instincts and the ability to build a business case that resonates with buyers and navigate complex renewal conversations at the highest level - The ability to read adoption and health data, identify what matters, and translate it into a clear account narrative and action plan that drives decisions at the executive level - Exceptional communication skills across organizational levels, from end users to department leaders to C-suite executives - Experience leading or coordinating cross-functional work without direct authority, bringing together the right people across Sales, Support, Product, and other teams to drive outcomes for your accounts - A demonstrated history of developing other CS professionals, whether through formal mentorship, deal coaching, or contributing to team practices - CRM discipline that makes your forecasts reliable, your work visible, and your accounts transferable Travel Requirements & Working Conditions: - Willingness to travel up to 20% for team and corporate meetings, fostering relationships and representing company 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: $143,000.00 - $240,000.00 - 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. Why Join Workiva: (descriptive paragraph) we should keep as About the role? Actually we already have About the role at top. The "Why Join Workiva" is motivational; could be part of About the role or separate section? Not in list of headings but we could include as About the role? The spec says use

        for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we could have About the role containing the initial paragraph plus Why Join Workiva? But we must not repeat job title as heading. The initial paragraph is about the role. The "Why Join Workiva" is more about company; could be part of About the role as well. We'll include it in About the role. Now we need to output HTML fragment only. Structure:

        About the role

        As a Principal Customer Success Manager, you'll own Workiva 's most strategic and complex enterprise accounts and serve as the advisor executives rely on to connect our platform to the outcomes that matter most to their business. You'll operate as the senior-most individual contributor on the team, setting the standard for how great customer success is done at Workiva while mentoring the people around you and shaping the practices the broader organization relies on.

        Workiva is the platform designed to bring confidence, control, and a competitive edge to the worlds most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation—ensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world. At Workiva, you'll bring technology to