Customer Success Manager

About the job

Workiva Customer Success Managers (CSM) are 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

Qualifications

• Bachelor’s degree in Business Administration, Information Systems, Marketing, Communications, or a related field
• 2+ years of related experience (Customer Success, Customer Service, Account Management or Sales)
• Strong problem-solving abilities with a proactive approach to identifying risks and implementing mitigation plans
• Ability to manage multiple accounts and priorities simultaneously in a fast-paced environment
• Familiarity with SaaS platforms, cloud-based solutions, or digital transformation tools
• Customer-centric mindset with a passion for delivering value and helping customers achieve measurable results