Lead Customer Success Manager, Workiva
$93-149k
+ Discretionary Bonus + RSUs
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
$93-149k
+ Discretionary Bonus + RSUs
More information about location
1001+ employees
Company mission
To power transparent reporting for a better world.
Role
Who you are
- 6 years of related experience in Customer Success, Customer Service, Account Management, or Sales
- Bachelor’s degree; an advanced degree may be considered in lieu of professional experience
Desirable
- Experience supporting a SaaS application preferred
- Experience in Corporate Sustainability or Regulatory Reporting is highly desirable
- Preferably able to accommodate customer base in the Central Timezone
- Deep commitment to customer success
- Ability to understand and simplify complex problems and solutions
- Strong observation, influence, and presentation skills with a high-level of comfort delivering consultative recommendations to internal and external stakeholders
- Self-starter with excellent time management and prioritization abilities
What the job involves
- Workiva Lead Customer Success Managers (Lead CSM) play a pivotal role in ensuring customer satisfaction and platform adoption
- They oversee the entire customer lifecycle, driving business outcomes, identifying growth opportunities, and ensuring value realization within our highest value named accounts
- As a Lead CSM, your main objective is to maximize our customers’ return on investment (ROI) in the Workiva Platform and to facilitate communication between internal and external stakeholders
- You will cultivate close relationships with management sponsors, and serve as a strategic advisor to VPs, chief executives, and key stakeholders throughout the customer lifecycle, guiding them along the value curve and product maturity model
- You will work closely with Workiva’s Services, Support, Marketing, Sales, and internal leadership teams to ensure widespread and scalable adoption by effectively onboarding, training, and supporting customers throughout their journey
- Drive customer adoption of the Workiva platform and prove ROI at the VP or Chief Executive level
- Consult on best practices, workflows, and management business reviews
- Develop multi-level relationships, internally and throughout customer organizations and serve as a trusted advisor
- Identify and mitigate risks, forecast revenue changes in key name accounts, and promptly address issues to ensure efficient resolution
- Record customer activity, outcomes, issues, and communication in customer management tools
- Ensure all customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans
- Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Services, Marketing, Product, & Engineering teams
- Work with Sales to manage and forecast a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets
- Enable customers to attain maximum value of the Workiva Platform
- Drive team improvements through quarterly objectives
- Lead by example and utilize leadership skills to benefit others in the Customer Success team
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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