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 timely delivery
- 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
- 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
- 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 periods, as we embrace flexible work arrangements
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 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 actionable. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into risks, and the ability to make decisions with speed and precision.
At Workiva, you’ll help bring technology to market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and turn challenges into advantages. If you’re energized by meaningful challenges, inspired by collaborative teams, and motivated to make an impact, we’d love to meet you.