Lead Customer Success Manager
Job Summary
Workiva Customer Success Managers (CSMs) are a critical part of our customer-facing team.The Lead CSM serves as the primary point of contact and "captain" of the customer's success team. Not only will they be managing the entire customer lifecycle by focusing on business outcomes, identifying opportunities for growth, and evangelizing value realization within our highest value named accounts post-sale, but the Lead CSM will also be the decision maker for how and when certain communication is distributed to their assigned customer base.As a Lead CSM, your primary mission will be to maximize our customers’ ROI in the Wdesk platform.You will develop and maintain close relationships with management sponsors, and serve as a strategic advisor to VP's and chief executives and or key stakeholders throughout the customer lifecycle, in a focused effort to move them up the value curve and deliberately forward in product maturity model.You will work closely with Workiva’s Services team, Support team, Marketing team, Sales Team, and other various internal leadership teams to drive wide-spread, scaleable adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.
Responsibilities
- Drive customer adoption of Workiva solutions
- Continuously prove ROI to your customers at the VP or Chief Executive level.
- Consult, internally and with the customer, on best practices, workflows, and management business reviews
- Develop multi-level relationships, internally and throughout customer organizations, serve as a trusted advisor to executives & key stakeholders
- Identify risks, develop risk mitigation plans, and accurately forecast upcoming revenue changes within our highest-touch named accounts with the most growth potential & take appropriate actions to manage and/or escalate to an efficient resolution
- Record customer activity, outcomes, issues, and communication in customer management tools
- Ensure all customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans
- Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Services, Marketing, Product, & Engineering teams
- Work with sales to manage and forecast a pipeline of upcoming renewal opportunities & consistently achieve monthly and quarterly revenue retention targets
- Teach customers how to attain maximum value from the wdesk platform as it pertains to high level strategic initiatives and departmental goals
- Drive team improvements through quarterly, internally assigned MBO’s (Management by Objectives)
What You'll Need
Education
- Undergraduate Degree or equivalent combination of education and experience in a related field.
Experience
- 6+ years of Customer Success, Customer Service, Account Management, Sales, or equivalent experience in roles with a strong focus on communication, influencing, and delivering on complex concepts.
- Expert in assigned customer use cases and solutions in Wdesk
- Deeply committed to customer success - not just satisfaction
- Ability to understand complex problems deeply and simply explain potential solutions while mapping out how to acheive them
- Analytical by nature with an ability to succinctly and clearly explain how analysis can be used towards action in business settings
- Expert observation, influence, and presentation skills with a high-level of comfort delivering consultative recommendations to intnernal and external executives & management teams
- Self-starter with ability to manage time and prioritize competing demands
- Must be able to travel up to 20% annually and trusted to develop business cases for all other travel required to meet a customer's expectations
- Reliable internet access for any period of time working remotely, not in a Workiva office.
How You’ll Be Rewarded
Base Pay Range in Colorado: $78,000 - $137,000
A discretionary bonus typically paid annually
Restricted Stock Units granted at time of hire
Monthly phone stipend
The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.
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: 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 everyday. 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/showcase/workiva-life-and-careers/
Learn more: https://www.workiva.com/careers/benefits
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.
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].
