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
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Drive customer adoption of Workiva solutions
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Ensure ROI to your customers at the Senior Management level
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Consult on best practices, workflows, and management business reviews
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Develop multi-level relationships throughout customer organizations, serve as a trusted advisor to executives & key stakeholders
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Identify risks and develop risk mitigation plans within high touch named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
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Record customer activity, outcomes, issues, and communication in customer management tools
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Ensure top customers are continuously working toward key milestones of the Customer Journey using customer facing Success Plans
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Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Services, Marketing, Product, & Engineering teams
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Work with Sales to manage a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets
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Enable customers to use the Workiva Platform to achieve technology goals and maximize return on investment
What You'll Need
Minimum Qualifications
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Undergraduate degree or equivalent combination of education and experience in a related field; an advanced degree may be considered in lieu of professional experience
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4 years of related experience in Customer Success, Customer Service, Account Management, or Sales
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Fluency in both English and Finnish
Preferred Qualifications
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Experience supporting a SaaS application preferred
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Deeply committed to customer success - not just satisfaction
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Ability to understand complex problems deeply and explain potential solutions simply
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Expert observation, communication, and presentation skills with a high-level of comfort delivering consultative recommendations to executives & management teams
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Self-starter with ability to manage time and prioritize competing demands
Travel Requirements and Working Conditions
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Willingness to travel up to 15% for team and corporate meetings, fostering relationships and representing company interests
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Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements
Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
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What the Team is Saying
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What We Do
Workiva simplifies complex work for thousands of organizations around the world, including 85% of the Fortune 500®. Our cloud technology, the Workiva platform, is a fit-for-purpose, connected reporting and compliance platform that enables our customers to streamline processes, connect data and teams, and ensure consistency—all within a controlled, secure, audit-ready platform. Workiva customers connect critical business data directly from source systems to our cloud platform, seamlessly enabling collaboration and deep integration into existing workstreams. The Workiva platform provides unparalleled trust, transparency, and assurance for all stakeholders. That’s why thousands of enterprises across 170 countries use the Workiva platform.
Why Work With Us
Our mission at Workiva—powering transparent reporting for a better world—is driven by company values and principles. They inspire and guide what we do—from how we build our software to how we treat our employees. Here you have the freedom and resources you need—backed by a culture of collaboration and diverse thought—to keep breaking new ground.
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