Senior Customer Success Manager (ESG, Sustainability)

Summary

Workiva's Senior Customer Success Managers (CSMs) are vital members of our customer-facing team. Serving as the primary contact, they manage the entire customer lifecycle, emphasizing business outcomes, identifying growth opportunities, and ensuring value realization in high-value named accounts post-sale. As a Senior CSM, your mission is to maximize customers’ return on investment (ROI) in the Workiva Platform. Building strong relationships with key stakeholders, you'll serve as a strategic advisor, moving them forward in product maturity. Collaborating with various internal teams, your mission is to drive widespread adoption through effective onboarding, training, and support.

What You’ll Do

• Drive customer adoption of Workiva solutions
• Continuously prove return on investment (ROI) to your customers at the Senior Management level
• Consult on best practices, workflows, and management business reviews
• Develop multi-level relationships throughout customer organizations, 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 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 Workiva’s 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 maximize return on investment (ROI)

What You'll Need

Minimum Qualifications

• Requires a minimum of 4 years of related experience in Customer Success, Customer Service, Account Management, or Sales
• Bachelor’s degree 
• An advanced degree will be considered in lieu of experience

Preferred Qualifications

• ESG, Sustainability
• 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 in delivering consultative recommendations to executives & management teams
• Self-starter with the ability to manage time and prioritize competing demands

Travel Requirements & Working Conditions

• Minimal travel for internal meetings
• Reliable internet access for any period of time working remotely and not in a Workiva office

How You’ll Be Rewarded

• Salary range in the US: $69,000.00 - $117,000.00
• A discretionary bonus typically paid annually
• Restricted Stock Units granted at time of hire
• 401(k) match and comprehensive employee benefits package
• The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.