Lead Customer Success Strategist

2 weeks ago


Ames, Iowa, United States Workiva Full time

Overview

The Senior Customer Success Managers (CSMs) at Workiva play a crucial role in our client-focused team. Acting as the main liaison, they oversee the complete customer journey, focusing on achieving business objectives, uncovering expansion possibilities, and ensuring value realization in significant named accounts after the sale. As a Senior CSM, your goal is to enhance customers' return on investment (ROI) in the Workiva Platform. By cultivating robust relationships with key stakeholders, you will act as a strategic consultant, guiding them towards product maturity. Collaborating with various internal departments, your aim is to promote widespread adoption through effective onboarding, training, and support.

Key Responsibilities

  • Foster customer engagement with Workiva solutions
  • Consistently demonstrate return on investment (ROI) to your clients at the Senior Management level
  • Advise on best practices, workflows, and conduct management business reviews
  • Build multi-tiered relationships within customer organizations, serving as a trusted advisor to executives and key stakeholders
  • Identify potential risks and formulate risk mitigation strategies within high-touch named accounts, taking necessary actions to ensure efficient resolution
  • Document customer interactions, outcomes, issues, and communications in customer management systems
  • Ensure top-tier customers are consistently progressing towards key milestones of the Customer Journey using customer-centric Success Plans
  • Advocate for customers internally by relaying continuous feedback to Workiva's Sales, Services, Marketing, Product, and Engineering teams
  • Collaborate with Sales to manage a pipeline of upcoming renewal opportunities and consistently meet revenue retention goals
  • Empower customers to leverage the Workiva Platform to fulfill technology objectives and maximize return on investment (ROI)

Qualifications

Minimum Requirements

  • A minimum of 4 years of relevant experience in Customer Success, Customer Service, Account Management, or Sales
  • Bachelor's degree
  • An advanced degree may be considered in lieu of experience

Preferred Qualifications

  • Strongly dedicated to customer success, beyond mere satisfaction
  • Ability to deeply understand complex issues and articulate potential solutions clearly
  • Exceptional observation, communication, and presentation skills, with a high level of comfort in delivering consultative recommendations to executives and management teams
  • Self-motivated with the capability to manage time and prioritize competing demands

Travel and Working Conditions

  • Minimal travel for internal meetings
  • Reliable internet access for remote work

Compensation and Benefits

Salary range in the US: $69,000 - $117,000.00

Annual discretionary bonus typically awarded

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 take into account a variety of factors, including skills, qualifications, experience, and other relevant considerations.

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 committed to providing reasonable accommodations to applicants with disabilities.

Workiva supports flexible work arrangements, allowing employees to work from the location that suits them best.



  • Ames, Iowa, United States Workiva Full time

    Overview The Senior Customer Success Managers (CSMs) at Workiva play a crucial role in our client-facing operations. Acting as the main liaison, they oversee the complete customer journey, focusing on achieving business objectives, uncovering growth potential, and ensuring the realization of value in high-profile accounts after the sale. As a Senior CSM,...


  • Ames, Iowa, United States Workiva Inc. Full time

    At Workiva, Customer Success Managers (CSMs) play a pivotal role in our client-facing operations. CSMs act as the main liaison for clients, overseeing the complete customer journey by concentrating on business results and uncovering growth opportunities within their assigned accounts after the sale. Your key objective as a CSM will be to enhance our clients'...


  • Ames, Iowa, United States Workiva Full time

    About the RoleThe Customer Success Associate supports the Customer Success team by providing exceptional service, document setup, and collaboration. This individual will create, implement, and tag customer documents using industry-leading software to meet their document setup needs.Key ResponsibilitiesCreate and implement customer documents using...


  • Ames, Iowa, United States Workiva Inc. Full time

    At Workiva, Customer Success Managers (CSMs) play a vital role in our client-facing operations. CSMs act as the main liaison for clients, overseeing the complete customer journey by concentrating on business results and pinpointing avenues for expansion within their assigned accounts after the sale. Your core objective as a CSM will be to enhance our...


  • Ames, Iowa, United States Workiva Inc. Full time

    At Workiva, Customer Success Specialists (CSS) play a vital role in our client-facing operations. CSSs act as the main liaison for clients, overseeing the complete customer journey by concentrating on business outcomes and uncovering growth opportunities within their assigned accounts after the sale. Your key objective as a CSS will be to enhance our...


  • Ames, Iowa, United States Noodles & Company Full time

    About Noodles & CompanyWe are a fast-casual restaurant chain that prides itself on serving high-quality, made-to-order meals in a welcoming and efficient environment. Our mission is to nourish and inspire every team member, guest, and community we serve.Job SummaryWe are seeking a skilled Restaurant Shift Manager to lead our team and drive guest...


  • Ames, Iowa, United States Workiva Full time

    The Client Success Advocate will oversee a diverse portfolio of small customer accounts, emphasizing automation, client retention, and upselling opportunities. This role operates within a low-touch, high-volume framework, necessitating robust customer relationship management and technical expertise. As the primary liaison for these clients throughout their...


  • Ames, Iowa, United States Workiva Full time

    The Client Success Coordinator will oversee a diverse portfolio of small client accounts, emphasizing automation, client retention, and upselling opportunities. This role operates within a low-touch, high-volume framework and necessitates robust customer relationship management and technical expertise. The Client Success Coordinator will serve as the primary...


  • Ames, Iowa, United States Workiva Full time

    The Client Success Advocate will oversee a diverse portfolio of small client accounts, emphasizing automation, retention, and upselling opportunities. This role operates within a low-touch, high-volume framework, necessitating robust relationship management and technical expertise. The Client Success Advocate will serve as the primary liaison for these...


  • Ames, Iowa, United States Panera Bread Full time

    About Panera BreadWe are a casual dining restaurant chain that offers a warm and welcoming environment for our customers and employees alike. Our employees are the backbone of our business, and we strive to create a positive and inclusive work culture.Job SummaryWe are seeking a Customer Service Representative to join our team. As a Customer Service...


  • Ames, Iowa, United States Biolife Plasma Services Full time

    About the RoleWe are seeking a highly motivated and customer-focused individual to join our team as a Receptionist at one of our Plasma Donation Centers. As a Receptionist, you will play a vital role in ensuring a positive experience for our donors and supporting the smooth operation of our center.Key ResponsibilitiesAnswer phones and greet all visitors to...


  • Ames, Iowa, United States First National Bank Full time

    Job OverviewPrimary Role:Deliver tailored banking solutions to both existing and potential clients, with a steadfast commitment to outstanding customer service. Utilize the Engage, Transact, and Consult (ETC) approach to strengthen customer relationships and streamline their banking experience.Key ResponsibilitiesEnsure a consistently superior customer...


  • Ames, Iowa, United States First National Bank Full time

    Job OverviewPrimary Role:Deliver tailored banking solutions to both existing and potential clients, with a steadfast commitment to outstanding customer service. Utilize the Engage, Transact, and Consult (ETC) approach to strengthen customer connections and streamline their banking experience.Core ResponsibilitiesEnsure a consistently superior customer...


  • Ames, Iowa, United States Arby's Full time

    About DRM Arby'sWe are a dynamic and welcoming restaurant chain that prioritizes family values and offers a unique work environment that allows our team members to pursue their personal aspirations and enhance their well-being.Our CultureWe foster a culture that values flexibility, allowing our team members to balance their work and personal life.We offer a...


  • Ames, Iowa, United States Biolife Plasma Services Full time

    About BioLife Plasma ServicesWe are a leading provider of plasma-based therapies, dedicated to improving the lives of patients with rare diseases. Our team is passionate about delivering exceptional customer service and ensuring the highest quality of care for our donors.Job SummaryWe are seeking a highly motivated and detail-oriented Plasma Center...


  • Ames, Iowa, United States VisionBank Full time

    Job OverviewPosition Summary:Under the general guidance of the VP/Accounting Manager, this role is responsible for executing a diverse range of accounting tasks, financial analysis, and reporting, necessitating a solid understanding of accounting principles and practices.Key Responsibilities:Conducts daily assessments of financial transactions, evaluates...


  • Ames, Iowa, United States BankTalent HQ Full time

    Company Overview: Zions Agricultural Finance (ZAF), a division of Zions Bank, stands as a leading provider and servicer of agricultural land financing across the United States. Established in 1997, ZAF has significantly expanded its operations, currently managing a robust loan portfolio exceeding $2 billion. Commitment to Employees: At Zions, we prioritize...


  • Ames, Iowa, United States Iowa State University Full time

    Position Title: Media Production Specialist Job Group: Professional & Scientific Required Minimum Qualifications: Bachelors degree Special Required Qualifications Drivers License Preferred Qualifications: Experience using professional photography equipment to light, capture and edit photographs. Includes familiarity of lenses and knowing when to use them...


  • Ames, Iowa, United States Thomson Reuters Full time

    Position OverviewAs a vital member of the Digital Activation Team at Thomson Reuters, we are seeking a skilled Program Manager dedicated to enhancing web pages and expanding personalized user experiences. The Website Personalization and Optimization Program Manager plays a crucial role in organizing the complexities associated with A/B testing, optimization,...


  • Ames, Iowa, United States VisionBank Full time

    Job OverviewPosition Summary:Under the guidance of the VP/Accounting Manager, this role is responsible for executing a diverse range of accounting tasks, financial analysis, and reporting, which necessitate the application of established accounting principles and practices.Key Responsibilities:Conducts daily assessments of financial operations, evaluates...