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Customer Success Strategist

2 months ago

Bozeman, Montana, United States Workiva Full time

As a pivotal member of Workiva's customer-facing team, the Customer Success Manager (CSM) plays an essential role in ensuring client satisfaction and success. CSMs act as the primary liaison for clients, overseeing the complete customer lifecycle with a focus on achieving business objectives and uncovering growth opportunities within their assigned accounts after the sale. Your key mission will be to enhance our clients' return on investment (ROI) in the Workiva Platform. You will cultivate and sustain strong relationships with management, product adoption advocates, and key stakeholders throughout the customer journey.

Key Responsibilities

  • Facilitate the adoption of Workiva solutions among clients.
  • Ensure ongoing ROI for your clients.
  • Provide consultation on best practices, workflows, and conduct management business reviews.
  • Establish multi-faceted relationships within client organizations.
  • Identify potential risks within assigned accounts and take necessary actions to manage or escalate for effective resolution.
  • Guide all clients toward achieving critical milestones in the Customer Journey using tailored Success Plans.
  • Act as an internal advocate for clients by delivering continuous feedback to Workiva's Sales, Services, Marketing, Product, and Engineering teams.
  • Collaborate with Sales to comprehend the specifics of upcoming renewals.
  • Educate clients on utilizing the Workiva Platform effectively.
  • Utilize customer management tools to monitor client communications, issues, and performance metrics.

Qualifications Required

Minimum Qualifications

  • Bachelor's degree or equivalent combination of experience and education in a relevant field; an advanced degree may be considered in lieu of professional experience.
  • A minimum of 2 years of relevant experience in Customer Success, Customer Service, Account Management, or Sales.

Preferred Qualifications

  • Experience in supporting a SaaS application is preferred.
  • A strong commitment to customer success beyond mere satisfaction.
  • Ability to analyze complex issues and communicate the root causes simply.
  • Excellent communication and presentation skills, with comfort in delivering consultative recommendations.
  • Self-motivated with robust time management and prioritization abilities.

Travel and Working Conditions

  • Willingness to travel up to 10% for team and corporate meetings, fostering relationships and representing company interests.
  • Reliable internet access for remote work, as we embrace flexible work arrangements.

Compensation and Benefits

Salary range in the US: $53,000 - $90,000.

A discretionary bonus is typically awarded annually.

Restricted Stock Units are granted at the time of hire.

401(k) matching and a comprehensive employee benefits package are provided.

The salary range reflects the low and high end for this position in the US. Actual salary offers will consider a wide range of factors, including skills, qualifications, experience, and other relevant elements.

Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We value diversity in backgrounds, beliefs, and interests, recognizing it as a vital source of intellectual thought, varied perspectives, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other protected characteristic. We strongly encourage and welcome applications from individuals from historically marginalized groups.

Workiva is dedicated to collaborating with and providing reasonable accommodations to applicants with disabilities.

Workiva employees undergo comprehensive security and privacy training tailored to their roles, ensuring compliance with company policies and regulatory standards.

Workiva supports employees in working from the location that suits them best, whether from an office or remotely within their country of employment.