At Workiva we create best-in-class, next-generation collaborative solutions for enterprise productivity. We pride ourselves on bringing the consumer level user experience to business users. We love our customers, and they love us back. We hire smart, talented people with a wide range of skills who are hungry to tackle some of today's most challenging problems. Workiva started with an idea: to make complex collaboration easy. Wdesk is an all in one platform that simplifies complex collaboration while keeping data in sync, thus reducing risk. Thousands of organizations, including over 70% of the 500 largest U.S. corporations by total revenue, use Wdesk.

The Director of Customer Success is responsible for the direction and quality service delivery of Team Managers and Senior Managers, and leading the people and processes that drive customer loyalty by providing world-class services, high-value post-sales consultative expertise, support and guidance to customers that enable their success, increase the impact and adoption of Workiva technology and creates lifelong customer relationships. The Director of Customer Success is chiefly accountable for identifying successes and challenges and facilitating the resolution of issues and strategically guiding the team to success.

What You'll Do:

Optimizes Employee Engagement: Builds a strong sustainable Customer Success organization through hiring and developing the best talent of skilled and energetic professionals, and creates the right climate to motivate and reward behaviors that will lead to a high-performance culture and maximize employee satisfaction

• Ensure employee retention through empathetic leadership style and clear communication
• Provides employees with coaching, feedback, and developmental opportunities; creates and delivers training to staff that enhances their product and relationship management skills
• 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

Minimizes Customer Churn: Retains and grows the existing account base by employing a proactive Customer Success methodology focused on building lasting partnerships with and demonstrating value and ROI to customers, undergirded by Workiva customer-centric core values and innovative software solutions model

• Drives customer satisfaction and reduce customer churn with innovative ideas & creative campaigns
• Ensures customer expectations and obligations are fulfilled by driving effective working relationships cross-functionally, in particular with the Sales, Marketing, and Technical Support teams 
• Cross Team Collaboration with Product Management, Product Marketing and Sales to establish and implement innovative strategies and programs to improve the customer experience
• Pro-actively assumes responsibility for the most challenging customer relationships

Operations & People Management: Creates and implements processes and policies that optimize operational effectiveness and efficiency and that enhance employee engagement and performance 

• Fosters an atmosphere of empathy, respect, mutual support, flexibility, continuous learning, a good sense of humor, and commitment to business goals and customer needs to fulfill the company vision 
• Facilitates partnerships between outside sales team members and Team Managers or Customer Success Managers 
• Ensures sufficient resources and staffing levels to effectively deliver superior products and customer service 
• Assists Sales with the sales process by setting expectations, providing product demonstrations and participating in closing calls 
• Assists Product Managers in identifying and prioritizing development efforts 

What You'll Need:

• Proven experience leading, driving, and innovating a Customer Success organization in a SaaS environment
• 6+ Years managing and leading Team Managers in a SaaS organization
• Proven experience solving gnarly customer problems that required multiple steps and roadblocks resulting in customer retention/relationship turn around

Where You'll Work: 

Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we've created.

• Customer Success: Always delight our customers.
• Trust: We rely on each other. 
• Integrity: Do the right thing, every time. 
• Collaboration: Share resources and work together. 
• Innovation: Keep creating solutions and finding better ways. 
• Inclusion: Support a diverse community where we all belong. 
• Accountability: Be responsible for your success and failure.

We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact every day. We give our employees the freedom and resources they need-backed by our culture of collaboration and diverse thought-to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today's most challenging problems. At Workiva, you'll enjoy: 

•  Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
• Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
• Involvement: Ability to participate in Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ+), Remote Employees, Caregiving) Volunteering, Company-wide celebrations, and more
• Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.

Learn more: https://www.linkedin.com/company/workiva/life