Director of Scaled Customer Success
About The Position
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.
Requirements
- 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
Nice To Haves
- 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
- 25% travel for customer and internal meetings
- Reliable internet access for any period of time working remotely and not in a Workiva office
Responsibilities
- 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
Benefits
- Salary range in the US: $143,000.00 - $230,000.00
- A discretionary bonus typically paid annually
- Restricted Stock Units granted at time of hire
- 401(k) match and comprehensive employee benefits package
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
1,001-5,000 employees
