Director of Scaled Customer Success, Workiva
$143-230k
Plus A discretionary bonus typically paid annually & restricted stock units granted at time of hire
More information about location
Software for sustainability, GRC & financial reporting
Be an early applicant
Software for sustainability, GRC & financial reporting
1001+ employees
Be an early applicant
$143-230k
Plus A discretionary bonus typically paid annually & restricted stock units granted at time of hire
More information about location
1001+ employees
Company mission
To power transparent reporting for a better world.
Role
Who you are
- 10+ years of progressive experience in Customer Success, Digital Success, scaled Customer Success, or similar B2B SaaS leadership roles
- Undergraduate degree or equivalent combination of education and experience in a related field
- Reliable internet access for any period of time working remotely and not in a Workiva office
Desirable
- 5+ years of experience leading and mentoring teams, with a demonstrated ability to develop talent and scale a function
- Proven experience building or leading a scaled/pooled Customer Success model across SMB/Corporate segments
- Deep knowledge of digital engagement motions: automated campaigns, in-app engagement, digital journeys, webinars, and product-led programs
- Strong understanding of customer lifecycle design, segmentation, tech-touch plays, and outcome-based engagement
- Experience partnering cross-functionally with Sales, Marketing, Support, Enablement, Digital, and Product teams
- Familiarity with Gainsight, digital engagement platforms, automation tools, and customer health analytics
- Exceptional communication, people leadership, and operational rigor
- Comfortable operating in a fast-paced, high-growth SaaS environment with evolving customer needs
What the job involves
- Workiva is seeking a Director of Scaled Customer Success (CS) to lead our customer engagement motion across the Corporate (SMB) segment, scaled and pooled Customer Success team
- This leader will design and operationalize an insights-driven, digital-first engagement model that blends tech-touch, automation, 1:many programs, and targeted human interaction to accelerate adoption, reduce risk, and deliver measurable value at scale
- The Director will partner with leaders across Customer Success, Digital Success, and Solution Success to drive consistent outcomes across thousands of customers and support predictable, efficient retention and growth
- Lead Customer Success for the Corporate (SMB) segment, spanning scaled programs and a pooled CSM team
- Design an insights-driven, proactive engagement model blending automation, 1:many programming, and targeted human touch
- Segment customers based on growth potential, lifecycle signals, product adoption, and risk to ensure the right-touch motion
- Establish scalable processes and playbooks that increase Customer Success Managers (CSM) productivity and operational consistency
- Design and implement structured lifecycle plays for onboarding, adoption, and value realization across a 1:many portfolio
- Lead the delivery of outcome-based engagements such as webinars, office hours, and product clinics to maximize customer reach
- Partner with Digital Success to deploy automated multi-channel campaigns and define triggers for proactive outreach
- Collaborate with Solution Success to integrate functional expertise into workflow accelerators and best-practice content
- Establish early-warning signals and automated risk identification to proactively improve retention outcomes
- Build mechanisms to uncover expansion potential and deliver customer success qualified referrals (CSQRs) in alignment with Sales
- Own and optimize dashboards, metrics, and KPIs related to scaled engagement, adoption, and segment health
- Manage and coach a team of CSMs and Team Managers operating in mid-touch, low-touch, and pooled engagement models
- Foster a culture of data-driven experimentation to continuously improve scaled success effectiveness
- Provide strategic insights on customer trends and product adoption to leadership and cross-functional partners
Our take
For large-scale businesses, collecting and sharing data can be a complex and challenging process. Workiva solves this problem with its AI-powered data platform.
Workiva is one of the biggest players in the market, serving around 75% of Fortune 500 companies, including Google and Delta. Workiva's controlled, secure and audit-ready platform has maintained a clear edge over much of its competition.
Workiva's quality product and its commitment to transparency has made it a firm favourite with companies around the world. If it can maintain this, it stands to consolidate its impressive growth even further in the coming years.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Oct 2014
$0.7m
EARLY VC
Dec 2012
$30.7m
SERIES C
Total funding: $46.9m
Company HQ
Ames, IA
Leadership
Julie Iskow
(CEO)Julie joined Workiva in 2019 sa COO/President and became CEO in 2023. Previously, she served as the CTO at Medidate Solutions and as the CIO at WageWorks.
David Haila
(CTO)David has been at Workiva since 2009, joining the team as a Senior Software Engineer. Since then, he has held a number of roles and became CTO in 2023.
Jill Klindt
(CFO & EVP)Jill has been at Workiva since 2008, joining as a Controller before holding a number of roles and becoming CFO & EVP in 2023. Previously, she held Financial roles at Financial Intelligence, Wells Fargo Financial, CitiMortgage, and Principal Financial Group.
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