Senior Customer Success Manager

About the role

As a Senior Customer Success Manager at Workiva, you will focus on customer value and growth by building strategic, trusted partnerships with business and IT stakeholders. You'll accelerate outcomes for customers, provide world-class expertise, and create customer heroes by driving adoption, mitigating risk, ensuring retention, and finding innovative ways to solve customer challenges.

Responsibilities

• Build strong relationships with key customer business and IT stakeholders to guide Workiva through their organization and introduce the platform 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 align goals and decrease task overlap.
• Understand customer needs to 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.
• Manage customer awareness and issue resolution practices around ticket management for product issues.
• Engage 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 will 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, and a proven track record in solving technical problems.
• Exceptional organizational skills with the ability to multitask and manage multiple processes, programs, and procedures under pressure.

Travel Requirements & Working Conditions

• Willingness to travel up to 10% for team and corporate meetings, fostering relationships, and representing company interests.
• Reliable internet access for any period of 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.

Benefits

• 401(k) match and comprehensive employee benefits package.