Director of Scaled Customer Success, Workiva

$143-230k

Plus A discretionary bonus typically paid annually & restricted stock units granted at time of hire

Gainsight

Expert level

Remote from US

More information about location

Software for sustainability, GRC & financial reporting

Job no longer available

Software for sustainability, GRC & financial reporting

1001+ employees

B2BEnterpriseComplianceAnalyticsData AnalysisCloud Computing

Job no longer available

$143-230k

Plus A discretionary bonus typically paid annually & restricted stock units granted at time of hire

Gainsight

Expert level

Remote from US

More information about location

1001+ employees

B2BEnterpriseComplianceAnalyticsData AnalysisCloud Computing

Company mission

To power transparent reporting for a better world.

Job

Company

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

Led by a woman

5% employee growth in 12 months

Glassdoor (4)

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 as COO/President and became CEO in 2023. Previously, they served as the CTO at Medidate Solutions and as the CIO at WageWorks.

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