Workiva's Senior Customer Success Managers (CSM) are vital members of our customer-facing team. Serving as the primary contact, they manage the entire customer lifecycle, emphasizing business outcomes, identifying growth opportunities, and ensuring value realization in high-value named accounts post-sale. As a Senior CSM, your mission is to maximize customers’ return on investment (ROI) in the Workiva Platform. Building strong relationships with key stakeholders, you'll serve as a strategic advisor, moving them forward in product maturity. Collaborating with various internal teams, your mission is to drive widespread adoption through effective onboarding, training, and support.

What You’ll Do

• Drive customer adoption of Workiva solutions

• Ensure ROI to your customers at the Senior Management level

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

• Develop multi-level relationships throughout customer organizations, serve as a trusted advisor to executives & key stakeholders

• Identify risks and develop risk mitigation plans within high touch named accounts & take appropriate actions to manage and/or escalate to an efficient resolution

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

• Ensure top 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 manage a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets

• Enable customers to use the Workiva Platform to achieve technology goals and maximize return on investment

What You'll Need

Minimum Qualifications

• Undergraduate degree or equivalent combination of education and experience in a related field; an advanced degree may be considered in lieu of professional experience 

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

• Fluency in both English and Finnish

Preferred Qualifications

• Experience supporting a SaaS application preferred

• Deeply committed to customer success - not just satisfaction

• Ability to understand complex problems deeply and explain potential solutions simply

• Expert observation, communication, and presentation skills with a high-level of comfort delivering consultative recommendations to executives & management teams

• Self-starter with ability to manage time and prioritize competing demands

Travel Requirements and Working Conditions

• Willingness to travel up to 15% for team and corporate meetings, fostering relationships and representing company interests  

• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements

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