Senior Customer Success Manager

Workiva Inc.•Remote - CO, TX

2d•$74,000 - $118,000•Hybrid

About The Position

The Senior Customer Success Manager at Workiva is a dynamic role focused on customer value and growth. By building strategic, trusted partnerships with business and IT stakeholders, you will accelerate outcomes for our customers, provide world-class expertise, and create customer heroes. You'll be a customer champion, driving adoption, mitigating risk, ensuring retention and finding innovative ways our platform can solve customer challenges. Join us in making a difference for our customers and Workiva!

Requirements

4+ years of related experience
Bachelor’s degree - An advanced degree will be considered in lieu of experience

Nice To Haves

Experience supporting a SaaS product preferred
Background in customer success, strategic account management, or sales within a business-to-business (B2B) sales environment
Direct customer advocacy and engagement experience in post-sales support, or equivalent experience in professional services, consultancy, project management, or account management functions
Self-motivated with strong propensity for action, results and continuous improvement and proven track record to solve technical problems
Exceptional organizational skills with the ability to multitask and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines

Responsibilities

Build strong relationships with key customer business and IT stakeholders to help guide us through their organization and introduce us to different teams
Generate leads (CSQL) for the Workiva sales team to pursue
Evaluate organizational inefficiencies to help customers define appropriate business outcomes
Identify opportunities for Workiva to consult with customers on setups
Develop relationships with the Workiva Account teams to ensure everyone is working towards the same goal and to decrease task overlap
Understand customer needs well enough to identify users that might not be seeing value in Workiva’s Platform and executing a plan to increase return on investment (ROI)
Facilitate training (by self service or virtual mods) for new teams as needed to ensure users are active in Workiva’s Platform
Conduct meetings to help customers understand the positive business outcomes they are achieving using Workiva’s Platform
Understand customer expectations and service agreement terms of each contracts and ensure the work is completed and delivered to the customer on or before the deadline
Learn the Workiva Platform and how it is used in each market where Workiva maintains a presence
Ensure any customer inquiries are answered promptly and help identify the best person at Workiva to get involved when necessary
Ensure customer awareness and issue resolution practices around ticket management when unable to resolve product issues in Workiva Platform
Engage with onboarding team, solution architects, and any other team providing service to the customer to ensure customers expectations are being met