Senior Customer Success Manager
As a Senior Customer Success Manager at Workiva, you will be a driving force behind our commitment to customer and partner success. Your primary focus will be collaborating closely with valued partners and our shared customers to craft impactful early-lifecycle experiences that foster lasting success for all involved. As a strategic thinker, you will proactively identify opportunities for innovation and optimisation, working hand-in-hand with cross-functional teams to implement solutions that drive customer satisfaction and loyalty. Your passion for customer success and deep understanding of Workiva's offerings will enable you to provide strategic guidance to customers and partners, maximising the value they derive from our solutions.
What Youâll Do
Drive customer adoption of Workiva solutions
Demonstrate the strong value of Workiva's platform to your customers at the Senior Management level
Consult on best practices, workflows, and management business reviews
Develop multi-level relationships throughout customer organisations, 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 Workivaâs 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 maximise return on investment
What You'll Need
Minimum Qualifications
Undergraduate degree or equivalent combination of education and experience in a related field
4+ years of related experience in Customer Success, Customer Service, Account Management, or Sales
Preferred Qualifications
Experience supporting a SaaS application preferred
Working experience with customers across the Financial Services sector is a plus
Deeply committed to customer success - not just satisfaction
Ability to understand complex problems deeply and explain potential solutions simply
Expert observation, communication, and presentation skills with a high-level of comfort delivering consultative recommendations to executives & management teams
Self-starter with the ability to manage time and prioritise competing demands
Working knowledge of Audit or Governance, Risk & Compliance (GRC) space or with related subject matter
Travel Requirements and Working Conditions
Willingness to travel up to 15% for team, corporate and customer meetings
Reliable internet access for any period of time while working remotely, as we embrace flexible work arrangements
Why Join Workiva
Workiva is the platform designed to bring confidence, control, and a competitive edge to the worldâs most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundationâensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.
At Workiva, youâll bring technology to market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny. If youâre energized by meaningful challenges, inspired by collaborative teams, and motivated to help organizations turn uncertainty into advantage, weâd love to meet you.
Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
#LI-JU1
What Youâll Do
Drive customer adoption of Workiva solutions
Demonstrate the strong value of Workiva's platform to your customers at the Senior Management level
Consult on best practices, workflows, and management business reviews
Develop multi-level relationships throughout customer organisations, 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 Workivaâs 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 maximise return on investment
What You'll Need
Minimum Qualifications
Undergraduate degree or equivalent combination of education and experience in a related field
4+ years of related experience in Customer Success, Customer Service, Account Management, or Sales
Preferred Qualifications
Experience supporting a SaaS application preferred
Working experience with customers across the Financial Services sector is a plus
Deeply committed to customer success - not just satisfaction
Ability to understand complex problems deeply and explain potential solutions simply
Expert observation, communication, and presentation skills with a high-level of comfort delivering consultative recommendations to executives & management teams
Self-starter with the ability to manage time and prioritise competing demands
Working knowledge of Audit or Governance, Risk & Compliance (GRC) space or with related subject matter
Travel Requirements and Working Conditions
Willingness to travel up to 15% for team, corporate and customer meetings
Reliable internet access for any period of time while working remotely, as we embrace flexible work arrangements
Why Join Workiva
Workiva is the platform designed to bring confidence, control, and a competitive edge to the worldâs most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundationâensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.
At Workiva, youâll bring technology to market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny. If youâre energized by meaningful challenges, inspired by collaborative teams, and motivated to help organizations turn uncertainty into advantage, weâd love to meet you.
Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
#LI-JU1