Summary
Workiva's Senior Customer Success Managers (CSMs) 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 on the Workiva Carbon Team, 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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Continuously prove return on investment (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 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 (ROI)
What You'll Need
Minimum Qualifications
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4 years of related experience in Customer Success, Customer Service, Account Management, or Sales
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Bachelor’s degree
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An advanced degree will be considered in lieu of experience
Preferred Qualifications
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Working experience focused on sustainability, climate, carbon accounting, or a related industry
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Deeply committed to customer success - not just satisfaction
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A passion for sustainability is a must
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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 in delivering consultative recommendations to executives & management teams
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Self-starter with the ability to manage time and prioritize competing demands
Remote - Ready Excellence
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Willingness to travel, with up to 15% travel expected for team and corporate meetings, contributing to building strong relationships and representing the company's 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.
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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What We Do
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