As a Senior Manager of Enterprise Customer Success at Workiva, you'll hold a critical leadership position in shaping a high-performing team of Enterprise Customer Success Managers (ECSMs). You'll be responsible for driving customer adoption, retention, and growth, ultimately enhancing the overall customer experience and maximizing lifetime value.

What You’ll Do

• Lead and Inspire: Steer a dedicated team focused on delivering exceptional customer retention and growth outcomes.

• Develop Talent: Coach and mentor ECSMs to excel in pivotal metrics such as onboarding, adoption, retention, satisfaction, and outcome management. Your guidance will empower them to become trusted advisors to our customers.

• Performance Management: Provide constructive feedback and manage performance evaluations, ensuring each team member can navigate challenging customer situations effectively. 

• Enhance Key Metrics: Coach the team to produce best-in-class onboarding, adoption, retention, growth, satisfaction, and outcome management.

• Strategic Growth Initiatives: Play a key role in scaling Workiva's Customer Success organization through strategic hiring, comprehensive onboarding, and ongoing training programs that cultivate ECSM expertise.

• Cross-Departmental Collaboration: Keep the team informed with vital updates to and from Engineering, Sales, Marketing, Professional Services, and other departments to ensure alignment and shared goals.

• Enhance Team Efficiency: Implement tools and processes designed to boost the team's capacity for retention and growth, fostering an environment of continuous improvement.

• Customer-Centric Focus: Engage closely with CSMs to accurately identify positive business outcomes and define success for every customer. Your leadership will ensure that we proactively address customer satisfaction concerns before they escalate.

• Churn Prevention Leadership: Act as the primary contact for escalated customer issues, leading efforts to prevent churn and ensuring our customers receive the highest level of support.

• Team Builder Mentality: Build out a new team and Customer Journey from scratch hitting key deliverables to drive further investment.

What You'll Need

Minimum Qualifications

• 8+ years of related experience in Enterprise Customer Success, Customer Service, Account Management, SaaS or Sales

• 3+ years of direct people management experience preferred, including supervisory experience of supervisor and/or individual contributors

• Undergraduate degree or equivalent knowledge and career experience

Preferred Qualifications

• Experience of building out and scaling new functions or teams in a SaaS environment

• Exceptional customer-facing communication and interpersonal skills; adept at understanding and fulfilling customer needs

• Evidence of strong problem-solving and analytical skills to drive valuable solutions and decisions

• Strong time management, multitasking, and deadline-oriented approach to managing multiple projects simultaneously  

Travel Requirements and 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

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