Enterprise Customer Success Manager

As an Enterprise Customer Success Manager, your main objective is to maximize our customers’ return on investment (ROI) in the Workiva Platform and to facilitate communication between internal and external stakeholders. You will cultivate close relationships with management sponsors, and serve as a strategic advisor to VPs, chief executives, and key stakeholders throughout the customer lifecycle, guiding them along the value curve and product maturity model. You will work closely with Workiva’s Services, Support, Marketing, Sales, and internal leadership teams to ensure widespread and scalable adoption by effectively onboarding, training, and supporting customers throughout their journey. 

What You’ll Do

• Drive customer adoption of the Workiva platform and prove quantifiable ROI at the VP or Chief Executive level

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

• Develop multi-level relationships, internally and throughout customer organisations and serve as a trusted advisor navigating the customer expectation at all levels and delivering upon this

• Identify and mitigate risks, forecast revenue changes in key name accounts, and promptly address issues to ensure efficient resolution

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

• Ensure all customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans at organisation and solution levels

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

• Work with Sales to manage and forecast a pipeline of upcoming renewal opportunities & growth opportunities; consistently achieving gross and net revenue retention targets

• Enable customers to attain maximum value of the Workiva Platform

• Drive team improvements through quarterly objectives

• Lead by example and utilize leadership skills to benefit others in the Customer Success team

• Be one of the first members of a new team building out ways of working and processes

What You’ll Need 

Minimum Qualifications 

• Undergraduate degree or equivalent combination of education and experience in a related field​

• 6 years of related experience in Customer Success, Customer Service, Account Management, or Sales

Preferred Qualifications

• Experience supporting a SaaS application preferred

• Ability to operate in ambiguity as the team builds out over time

• Expert in assigned customer use cases and solutions within a software platform

• Deep commitment to customer success

• Ability to understand and simplify complex problems and solutions 

• Strong observation, influence, and presentation skills with a high-level of comfort delivering consultative recommendations to internal and external stakeholders

• Self-starter with excellent time management and prioritization abilities 

Travel Requirements & Working Conditions

• 20% travel for customer and internal meeting

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