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Customer Success Lead

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 customer satisfaction and success. CSMs act as the main liaison for clients, overseeing the complete customer journey with a focus on achieving business objectives and uncovering growth opportunities within their assigned accounts after the sale. Your key responsibility will be to enhance our customers' 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 lifecycle. Collaboration with Workiva's Services, Support, Marketing, and Sales teams will be crucial to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout their journey.

Key Responsibilities

  • Facilitate customer adoption of Workiva solutions
  • Ensure ongoing ROI for your clients
  • Provide consultation on best practices, workflows, and management business reviews
  • Build multi-faceted relationships within customer organizations
  • Identify potential risks within assigned accounts and take necessary actions to manage or escalate for efficient resolution
  • Guide all customers towards achieving key milestones in their Customer Journey using customer-facing Success Plans
  • Advocate for clients internally by delivering continuous feedback to Workiva's Sales, Services, Marketing, Product, and Engineering teams
  • Collaborate with Sales to understand the specifics of upcoming renewals
  • Educate customers on the effective use of the Workiva Platform
  • Utilize customer management tools to monitor customer interactions, 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
  • At least 2 years of relevant experience (Customer Success, Customer Service, Account Management, or Sales)

Preferred Qualifications

  • Experience with SaaS applications is preferred
  • Strong commitment to customer success beyond mere satisfaction
  • Ability to comprehend complex issues and articulate their origins clearly
  • Excellent communication and presentation skills, with a high degree of comfort in providing consultative recommendations
  • Self-motivated with strong 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 support flexible work arrangements

Compensation and Benefits

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

A discretionary bonus typically awarded annually

Restricted Stock Units granted upon hire

401(k) matching and a comprehensive employee benefits package

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

Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We value diversity of 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.