Lead Customer Success Manager

Workiva Inc.•Remote - IA, IA

4d•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

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

Responsibilities

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