As a Customer Success Manager (CSM) at Workiva, you 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

What You'll Need

Minimum Qualifications

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

• 2 years of related experience (Customer Success, Customer Service, Account Management or Sales)

Preferred Qualifications

• Experience supporting a SaaS application preferred

• Deep commitment to customer success - not just satisfaction

• Ability to understand complex problems and explain the source of those problems simply

• Strong communication and presentation skills with a high level of comfort in delivering consultative recommendations 

• Self-starter with strong time management and prioritization skills

Travel Requirements & Working Conditions

• Willingness to travel up to 10% 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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