As a Customer Success Manager (CSM) at Workiva, you're a critical part of our customer-facing team. CSMs serve as the primary point of contact for customers, managing the entire customer lifecycle by focusing on business outcomes; and identifying opportunities for growth within their named accounts post-sale. As a CSM, your primary mission will be to maximize our customers return on investment (ROI) in the Workiva Platform. You will develop and maintain close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle. You will work closely with Workiva’s Services team, Support team, Marketing team, and Sales team to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.
What You’ll Do
Drive customer adoption of Workiva solutions
Ensure continuous ROI to your customers
Consult on best practices, workflows, and management business reviews
Develop multi-purpose relationships throughout customer organizations
Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
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 understand the details of upcoming renewals
Teach customers how to use the Workiva Platform
Use customer management tools to track customer communication, issues, and metrics
What You'll Need
Minimum Qualifications
Undergraduate degree or equivalent combination of experience and education in a related field; an advanced degree may be considered in lieu of professional experience
2 years of related experience (Customer Success, Customer Service, Account Management or Sales)
Fluency in Spanish and English
Preferred Qualifications
Experience supporting a SaaS application preferred
Experience of working in Financial Services
Deep commitment to customer success - not just satisfaction
Ability to understand complex problems and explain the source of those problems simply
Strong communication and presentation skills with a high level of comfort in delivering consultative recommendations
Self-starter with strong time management and prioritization skills
Travel Requirements & Working Conditions
Willingness to travel up to 10% for team and corporate meetings, fostering relationships and representing company interests
Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements
Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
