Customer Success Manager

As a Customer Success Manager (CSM) at Workiva, you are a critical part of our customer-facing team - driving the success of our customers on the Workiva platform. You’ll serve as the primary point of contact for assigned customers, managing the entire customer lifecycle, focusing on positive business outcomes and identifying opportunities for growth within customer accounts. You’ll work closely with Workiva’s Implementation, Support, Marketing and Sales teams to ensure customers are effectively onboarded, trained, and supported throughout the customer journey.

As a CSM, your primary mission will be to maximize our customers’ value from the Workiva platform through developing and maintaining close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle.

What You’ll Do

• Drive customer adoption of Workiva solutions and continuously demonstrate product value to your customers

• Manage diverse customer needs through robust product knowledge and expertise

• Consult on best practices, workflows, and management business reviews

• Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution

• Record customer activity, outcomes, issues, and communication in customer management tools

• Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Implementation, Marketing, Product, & Engineering teams

• Work with Sales to understand the details of upcoming customer 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 education and experience in a related field

• 2+ years of related experience in Customer Success, Customer Service or Account Management

Preferred Qualifications

• Experience of working in a high growth technology organization - preferably SaaS

• Previous experience in managing and retaining enterprise-level customers or clients

• Deeply committed to customer success and positive business outcomes

• Ability to analyze and understand complex problems and translate them into simple solutions

• Knowledge of assigned customer use cases and solutions in the Workiva platform

• Expert communication & presentation skills with a high-level of comfort delivering consultative recommendations to executives & management teams

• Self-starter with ability to manage time and prioritize competing demands

Travel Requirements & Working Conditions

• Up to 10% travel annually

• Reliable internet access for any period of time working remotely, not in a Workiva office

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.