Senior Director, Enterprise Customer Success

Summary

The Senior Director of Enterprise Customer Success is an experienced leader with a proven track record of successfully navigating the complexities of scaling customer success strategies to support organizational growth from $1 billion to $2 billion in annual recurring revenue. This role optimizes processes, fosters high-performance teams, and delivers consistent customer value during rapid expansion. It also includes setting targets that align with the company's objectives. This individual will develop strategic Customer Success plans aimed at promoting growth and enhancing customer satisfaction within the organization. 

What  You’ll Do

People Management

• Builds a strong, sustainable organization with high levels of employee engagement by attracting and developing superior talent and rewarding superior performance of teams and individuals

• Provides employees with coaching, feedback, and developmental opportunities to enhance their skills, motivation, and performance

• Maintains an atmosphere of respect, mutual support, flexibility, continuous learning, good humor, and commitment to business goals and customer needs to fulfill the company vision

• Creates a metric-driven environment that aligns with the strategic outcomes

• Rewards superior team and individual performance in ways that enhance employee engagement, commitment, and satisfaction

• Establishes and maintains relationships and effectively communicates with customers, business unit leaders, and senior management to raise visibility and ensure collaboration with appropriate key stakeholders

• Manages operations staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions

Enterprise Customer Success Strategy, Vision, and Leadership

• Develops and Directs implementation and execution of Enterprise Customer Success policies and practices

• Develop an annual Enterprise Customer Success plan in support of Workiva's strategy and objectives

• Identifies and works with the Vice President of Customer Success and other Client Service Leaders to recognize internal and external opportunities and solutions

• Develops and implements strategies to support the vision and leadership of Workiva

• Ensures communications are coordinated, supports Customer Success plan objectives, and meets organizational expenditure requirements

Enterprise Customer Success Management and Operations

• Builds, develops, and manages a Customer Success team capable of carrying out needed service initiatives

• Prioritizes and drives Customer Success strategies across multiple teams and phases to ensure that customer solutions are aligned with business objectives

• Oversees the day-to-day activities of the team through staff development, planning and forecasting, and budgetary obligations

• Implements and manages initiatives that align with the overall vision of the Customer Success team

What You'll Need

 Minimum Qualification

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

• 12+ years of experience leading and scaling Customer Success teams in SaaS, enterprise software, or similar industries

Preferred Qualifications

• Bachelors degree

• Experience managing portfolios of $500M+

• Demonstrated executive presence and outstanding presentation skills, with a proven track record of collaborating with and presenting to C-suite executives, including CIOs, CAOs, CFOs, and board members

• Demonstrated expertise as a data-driven leader, utilizing analytics to understand customer behavior, identify growth opportunities, and drive success during rapid scaling, particularly in organizations growing from $1B to $2B in revenue

• Extensive relevant experience in customer success, account management, or related fields, specifically for large, complex enterprise accounts (e.g., Fortune 500, Global 2000)

•   Experience with multi-national organizations and geographically dispersed teams is highly desirable

• A consistent track record of exceeding customer retention targets, driving upsell and cross-sell opportunities, and contributing to overall revenue growth

• Demonstrated ability to collaborate effectively across functions by partnering seamlessly with Sales, Marketing, Product Management, Engineering, Support, and other key stakeholders to achieve results

• Building customer advocacy to create future marketing opportunities, such as case studies and events.

• Excellent verbal, written, and interpersonal communication skills

• Exceptional organizational skills with the ability to multi-task and manage multiple processes, programs, and procedures simultaneously while working under pressure to meet deadlines

• Strong understanding of the SaaS enterprise environment 

Travel Requirements and Working Conditions

• 50% Travel for customer and internal meetings

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

How You’ll Be Rewarded

✅ Salary range in the US: $164,000.00 - $265,000.00

✅ A discretionary bonus typically paid annually

✅ Restricted Stock Units granted at time of hire

✅ 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Workiva is an Equal Employment Opportunity and Affirmative Action 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, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.  We strongly encourage and welcome people from historically marginalized groups to apply.

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.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.

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