Senior Manager of Enterprise Customer Success, Workiva

• 8+ years of related experience in Enterprise Customer Success, Customer Service, Account Management, SaaS or Sales
• 3+ years of direct people management experience preferred, including supervisory experience of supervisor and/or individual contributors
• Undergraduate degree or equivalent knowledge and career experience
• Reliable internet access for any period of time working remotely and not in a Workiva office

Desirable

• As a Senior Manager of Enterprise Customer Success at Workiva, you'll hold a critical leadership position in shaping a high-performing team of Enterprise Customer Success Managers (ECSMs)
• You'll be responsible for driving customer adoption, retention, and growth, ultimately enhancing the overall customer experience and maximizing lifetime value
• Lead and Inspire: Steer a dedicated team focused on delivering exceptional customer retention and growth outcomes
• Develop Talent: Coach and mentor ECSMs to excel in pivotal metrics such as onboarding, adoption, retention, satisfaction, and outcome management. Your guidance will empower them to become trusted advisors to our customers
• Performance Management: Provide constructive feedback and manage performance evaluations, ensuring each team member can navigate challenging customer situations effectively
• Enhance Key Metrics: Coach the team to produce best-in-class onboarding, adoption, retention, growth, satisfaction, and outcome management
• Strategic Growth Initiatives: Play a key role in scaling Workiva's Customer Success organization through strategic hiring, comprehensive onboarding, and ongoing training programs that cultivate ECSM expertise
• Cross-Departmental Collaboration: Keep the team informed with vital updates to and from Engineering, Sales, Marketing, Professional Services, and other departments to ensure alignment and shared goals
• Enhance Team Efficiency: Implement tools and processes designed to boost the team's capacity for retention and growth, fostering an environment of continuous improvement
• Customer-Centric Focus: Engage closely with CSMs to accurately identify positive business outcomes and define success for every customer. Your leadership will ensure that we proactively address customer satisfaction concerns before they escalate
• Churn Prevention Leadership: Act as the primary contact for escalated customer issues, leading efforts to prevent churn and ensuring our customers receive the highest level of support
• Team Builder Mentality: Build out a new team and Customer Journey from scratch hitting key deliverables to drive further investment