Customer Success Manager, Workiva

• Undergraduate degree or equivalent combination of education and experience in a related field; an advanced degree may be considered in lieu of professional experience
• 4 years of related experience in Customer Success, Customer Service, Account Management, or Sales
• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements
• Willingness to travel up to 15% for team and corporate meetings, fostering relationships and representing company interests

Desirable

• Workiva's Senior Customer Success Managers (CSM) are vital members of our customer-facing team
• Serving as the primary contact, they manage the entire customer lifecycle, emphasizing business outcomes, identifying growth opportunities, and ensuring value realization in high-value named accounts post-sale
• As a Senior CSM, your mission is to maximize customers’ return on investment (ROI) in the Workiva Platform
• Building strong relationships with key stakeholders, you'll serve as a strategic advisor, moving them forward in product maturity
• Collaborating with various internal teams, your mission is to drive widespread adoption through effective onboarding, training, and support
• Drive customer adoption of Workiva solutions
• Ensure ROI to your customers at the Senior Management level
• Consult on best practices, workflows, and management business reviews
• Develop multi-level relationships throughout customer organizations, serve as a trusted advisor to executives & key stakeholders
• Identify risks and develop risk mitigation plans within high touch named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
• Record customer activity, outcomes, issues, and communication in customer management tools
• Ensure top 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 a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets
• Enable customers to use the Workiva Platform to achieve technology goals and maximize return on investment