Senior Customer Success Manager

About the role

The Senior Customer Success Manager at Workiva is a dynamic role focused on customer value and growth. By building strategic, trusted partnerships with business and IT stakeholders, you will accelerate outcomes for our customers, provide world-class expertise, and create customer heroes. You'll be a customer champion, driving adoption, mitigating risk, ensuring retention and finding innovative ways our platform can solve customer challenges.

Responsibilities

• Build strong relationships with key customer business and IT stakeholders to help guide us through their organization and introduce us to different teams
• Generate leads (CSQL) for the Workiva sales team to pursue
• Evaluate organizational inefficiencies to help customers define appropriate business outcomes
• Identify opportunities for Workiva to consult with customers on setups
• Develop relationships with the Workiva Account teams to ensure everyone is working towards the same goal and to decrease task overlap
• Understand customer needs well enough to identify users that might not be seeing value in Workiva’s Platform and execute a plan to increase return on investment (ROI)
• Facilitate training (by self-service or virtual mods) for new teams as needed to ensure users are active in Workiva’s Platform
• Conduct meetings to help customers understand the positive business outcomes they are achieving using Workiva’s Platform
• Understand customer expectations and service agreement terms of each contract and ensure the work is completed and delivered to the customer on or before the deadline
• Ensure any customer inquiries are answered promptly and help identify the best person at Workiva to get involved when necessary
• Engage with onboarding team, solution architects, and any other team providing service to the customer to ensure customers’ expectations are being met

Requirements

• Minimum Qualifications: 4+ years of related experience, Bachelor’s degree (an advanced degree will be considered in lieu of experience)
• Preferred Qualifications: Experience supporting a SaaS product preferred, Background in customer success, strategic account management, or sales within a business-to-business (B2B) sales environment, Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management, or account management functions, Self-motivated with strong propensity for action, results and continuous improvement and proven track record to solve technical problems, Exceptional organizational skills with the ability to multitask and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines

Benefits

How You’ll Be Rewarded:

• Salary range in the US: $74,000.00 - $118,000.00
• A discretionary bonus typically paid annually
• Raised Stock Units granted at time of hire
• 401(k) match and comprehensive employee benefits package

Pay

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.

Schedule

Willingness to travel up to 10% for team and corporate meetings, fostering relationships and representing company interests

Why Join Workiva

Workiva is the platform designed to bring confidence, control, and a competitive edge to the world’s 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 market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny.