Senior Customer Success Manager

About the role

As a Senior Customer Success Manager at Workiva, you will build strategic, trusted partnerships with business and IT stakeholders to accelerate customer outcomes, provide world-class expertise, and create customer heroes. You’ll drive adoption, mitigate risk, ensure retention, and find innovative ways our platform can solve customer challenges.

Responsibilities

• Build strong relationships with key customer business and IT stakeholders to guide Workiva 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 alignment and reduce task overlap
• Identify users not seeing value in Workiva’s Platform and execute a plan to increase return on investment (ROI)
• Facilitate training (self-service or virtual) for new teams to ensure active platform usage
• Conduct meetings to help customers understand the positive business outcomes achieved using Workiva’s Platform
• Understand customer expectations and service agreement terms to ensure work is completed and delivered on or before deadlines
• Learn the Workiva Platform and its use in each market where Workiva maintains a presence
• Ensure customer inquiries are answered promptly and identify the best person at Workiva to assist when necessary
• Engage in issue resolution practices around ticket management for product issues
• Collaborate with the onboarding team, solution architects, and other service teams to meet customer expectations

Requirements

• Minimum of 4+ years of related experience
• Bachelor’s degree (an advanced degree may be considered in lieu of experience)

Preferred Qualifications

• Experience supporting a SaaS product
• Background in customer success, strategic account management, or sales within a B2B environment
• Direct customer advocacy and engagement experience in post-sales support, professional services, consultancy, project management, or account management
• Self-motivated with a strong propensity for action, results, and continuous improvement
• Proven track record of solving technical problems
• Exceptional organizational skills with the ability to multitask and manage multiple processes under pressure

Travel Requirements & Working Conditions

• Willingness to travel up to 10% for team and corporate meetings
• Reliable internet access for remote work, as flexible work arrangements are embraced

Pay

Salary range in the US: $74,000.00 - $118,000.00. The range represents the low and high end for this role, with actual offers carefully considering skills, qualifications, experience, and other relevant factors.

• A discretionary bonus typically paid annually
• Restricted Stock Units granted at time of hire
• 401(k) match and comprehensive employee benefits package

Why Join Workiva

Workiva is the platform designed to bring confidence, control, and a competitive edge to complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation—ensuring data is trusted, traceable, and actionable. Employees help organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny.