Senior Director of Customer Success

Workiva Inc.•Denver, CO

1d•$170,000 - $274,000•Remote

About The Position

We are seeking a strategic, execution-oriented Senior Director of Customer Success (CS) to lead our Enterprise (Majors) and Financial Services Customer Success teams. This leader will be accountable for delivering proactive, outcome-based customer engagements across our most complex and strategic accounts while guiding enterprise transformation, strengthening executive partnerships, and driving predictable renewal outcomes. This role owns the renewal forecast, risk management, and value realization strategy across the portfolio, partnering closely with Sales leadership to accelerate growth and ensure predictable revenue performance. This leader will also be responsible for the execution of Signature Experience for Enterprise and Financial Services customers— acting as the primary stakeholder for the Americas customer base to ensure it is consistently delivered, clearly differentiated, and drives customer value, retention, and growth. The ideal candidate has deep experience leading high-performing teams, working with large enterprise organizations, enterprise business transformation, building trusted C-level relationships across business and IT, and serving as a trusted partner to Sales leadership in driving retention, expansion, and long-term account growth. What You’ll Do Enterprise and Financial Services Customer Leadership Lead CS strategy and execution for Enterprise (Majors) and Financial Services customers, ensuring consistent value delivery across highly complex, multi-stakeholder environments Guide customers through platform adoption, enterprise transformation, and long-term value roadmaps aligned to business and regulatory priorities In partnership with our VP of CS, serve as executive sponsor for top accounts, guiding strategy and value realization, championing long-term “art of the possible” platform vision, and actioning risk Renewal and Risk Accountability Drive the strategy and governance model for renewal and retention across Enterprise and Financial Services segments, ensuring forecast accuracy, visibility, and accountability at scale Design and institutionalize frameworks and processes for proactive risk detection, mitigation, and executive escalation, enabling early intervention and predictable outcomes Deliver on expansion performance through a scalable, value-based engagement strategy that aligns key stakeholders on measurable business outcomes Proactive, Outcome-based Engagement Model Operationalize our CS vision for a standardized, proactive, outcome-driven engagement model across Enterprise and Financial Services, ensuring consistent execution of Premium and Signature Experiences Champion Signature Experience with our largest, most complex customers; working in partnership with Sales leadership to develop and execute a joint strategy to achieve revenue targets Leverage partnerships with Solution Success, Digital Success, and CX to identify opportunities to scale value delivery while preserving high-touch where it matters most Strategic Sales Partnership and Alignment Serve as a trusted partner to Sales leadership (CRO, SVP Sales, Sales VPs) across Enterprise and Financial Services segments Co-own strategic Account Planning with Sales, aligning customer value priorities, forecasting methodology, renewal strategy, and expansion opportunities Lead and participate in joint executive QBRs, ensuring a unified narrative across Customer Success and Sales People Leadership and Operational Excellence Set the vision and lead a multi-layer Customer Success organization through strong people leadership, clear role accountability, and a culture of performance, growth, and customer impact Establish clear operating cadences for renewal forecast, customer health, adoption and risk management that drive clarity, predictability, and scale Ensure consistent use of customer insights and tooling to drive proactive engagement, data-driven accountability, and consistent delivery of Premium and Signature engagements

Requirements

12+ years of progressive experience in Enterprise Customer Success, Enterprise Account Management, or similar B2B SaaS leadership roles
Experience in B2B SaaS enterprise environments
Undergraduate degree or equivalent combination of education and experience in a related field
Reliable internet access for any period of time working remotely, not in a Workiva office
Up to 30% travel and occasionally more during product launches

Nice To Haves

8+ years of experience leading and mentoring teams, with a demonstrated ability to develop talent and scale a function
Deep experience leading Customer Success strategy and execution for Enterprise and Financial Services customers operating in complex, regulated environments
Proven success building and scaling multi-level Customer Success organizations supporting enterprise SaaS deployments, with clear retention, expansion, and adoption outcomes
Strong track record of collaboration with Sales and Account leadership to drive joint account planning, forecast renewals, mitigate risk, and accelerate growth across large customer portfolios
Demonstrated ability to build trusted, executive-level relationships with C-suite business and IT stakeholders, driving strategic alignment and measurable value realization
Experienced leading teams through transformation toward proactive, value-based, and lifecycle-driven engagement models, including premium or “white-glove” service experiences
Skilled in establishing renewal rigor and forecast accuracy to ensure predictable retention and expansion results across enterprise segments
Exceptional executive presence, communication, and influence, with success leading through others and uniting cross-functional teams around customer impact
Strong operational and analytical mindset, leveraging data and insights to balance strategic planning with scalable, high-performance execution

Responsibilities

Lead CS strategy and execution for Enterprise (Majors) and Financial Services customers, ensuring consistent value delivery across highly complex, multi-stakeholder environments
Guide customers through platform adoption, enterprise transformation, and long-term value roadmaps aligned to business and regulatory priorities
Serve as executive sponsor for top accounts, guiding strategy and value realization, championing long-term “art of the possible” platform vision, and actioning risk
Drive the strategy and governance model for renewal and retention across Enterprise and Financial Services segments, ensuring forecast accuracy, visibility, and accountability at scale
Design and institutionalize frameworks and processes for proactive risk detection, mitigation, and executive escalation, enabling early intervention and predictable outcomes
Deliver on expansion performance through a scalable, value-based engagement strategy that aligns key stakeholders on measurable business outcomes
Operationalize our CS vision for a standardized, proactive, outcome-driven engagement model across Enterprise and Financial Services, ensuring consistent execution of Premium and Signature Experiences
Champion Signature Experience with our largest, most complex customers; working in partnership with Sales leadership to develop and execute a joint strategy to achieve revenue targets
Leverage partnerships with Solution Success, Digital Success, and CX to identify opportunities to scale value delivery while preserving high-touch where it matters most
Serve as a trusted partner to Sales leadership (CRO, SVP Sales, Sales VPs) across Enterprise and Financial Services segments
Co-own strategic Account Planning with Sales, aligning customer value priorities, forecasting methodology, renewal strategy, and expansion opportunities
Lead and participate in joint executive QBRs, ensuring a unified narrative across Customer Success and Sales
Set the vision and lead a multi-layer Customer Success organization through strong people leadership, clear role accountability, and a culture of performance, growth, and customer impact
Establish clear operating cadences for renewal forecast, customer health, adoption and risk management that drive clarity, predictability, and scale
Ensure consistent use of customer insights and tooling to drive proactive engagement, data-driven accountability, and consistent delivery of Premium and Signature engagements