Key skills
Customer SuccessAccount ManagementSalesSaaS ApplicationCorporate SustainabilityRegulatory ReportingConsultative RecommendationsSaaSLeadershipCommunicationTime ManagementPresentation Skills
About this role
Workiva is a platform designed to bring confidence, control, and a competitive edge to complex organizations. The Lead Customer Success Manager plays a crucial role in ensuring customer satisfaction and platform adoption, overseeing the customer lifecycle and driving business outcomes while serving as a strategic advisor to key stakeholders.
Responsibilities:
- Drive customer adoption of the Workiva platform and prove ROI at the VP or Chief Executive level
- Consult on best practices, workflows, and management business reviews
- Develop multi-level relationships, internally and throughout customer organizations and serve as a trusted advisor
- Identify and mitigate risks, forecast revenue changes in key name accounts, and promptly address issues to ensure 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 revenue retention targets
- Enable customers to attain maximum value of the Workiva Platform
- Drive team improvements through quarterly objectives
- Lead by example and utilize leadership skills to benefit others in the Customer Success team
Requirements:
- 6 years of related experience in Customer Success, Customer Service, Account Management, or Sales
- Bachelor's degree; an advanced degree may be considered in lieu of professional experience
- Experience supporting a SaaS application preferred
- Experience in Corporate Sustainability or Regulatory Reporting is highly desirable
- Preferably able to accommodate customer base in the Central Timezone
- Deep commitment to customer success
- Ability to understand and simplify complex problems and solutions
- Strong observation, influence, and presentation skills with a high-level of comfort delivering consultative recommendations to internal and external stakeholders
- Self-starter with excellent time management and prioritization abilities