SummaryAs the Team Manager of Customer Success, you'll lead, manage and nurture a team of Customer Success Managers (CSMs). Your role revolves around ensuring team members drive customer adoption, retention, and expansion. You will offer guidance in managing accounts and workloads, serving as a mentor during challenging customer situations. As a key leader in the Customer Success domain, your responsibility extends to spearheading departmental initiatives aimed at optimizing adoption, retention, and overall customer lifetime value.What You Will Do Lead and guide a team of Customer Success Managers to drive customer retention and growth by focusing on key metrics in onboarding, product adoption, retention, growth, customer satisfaction, and outcome management.Coach, develop, and provide feedback to CSMs, conducting performance and compensation evaluations while handling employee issues as the escalation point to management.Scale Workiva's Customer Success organization by actively participating in hiring, onboarding, training, and fostering the development of Customer Success Managers.Motivate and inspire the team to perform at their peak, regularly updating them with critical updates from various departments like engineering, sales, marketing, and professional services.Drive the team towards understanding and meeting both team and company goals and metrics, ensuring continuous progress updates and keeping them informed.Utilize tools and processes effectively to measure and enhance the team's ability to drive retention and growth while ensuring adherence to documented processes for customer information and team performance.Maintain a customer-centric approach, managing customer retention and growth through people management, training, and mentorship, actively engaging with CSMs to define success for every customer and proactively addressing satisfaction concerns.Lead in collaboration with cross-functional leaders and their respective teams to achieve collective business outcomes for the territory and accounts. Driving a culture of strong teamwork and communication.What You Will Need Minimum Qualifications Bachelor’s degree with minimum 5 years related experience, or Master’s with 3 years related experience, or PhD with 2 years related experienceMinimum 2 years of direct people management experience preferred, including supervisory experience of supervisor and/or individual contributorsPreferred Qualifications Experience working in a Software as a Service (SAAS) company with good understanding of the SAAS platform and business modelExperience in managing enterprise-level clients and accountsThrives in a dynamic, fast-paced setting, demonstrating adaptability and personal resilience crucial for success in evolving environments.Exhibits exceptional customer-facing communication skills, adept at understanding and fulfilling customer needs effectively.Possesses strong problem-solving abilities, using analytical skills to devise solutions that deliver tangible business value.Inspires, motivates, and leads teams within high-energy environments, demonstrating superb verbal and written communication alongside exceptional listening skills. Where You’ll WorkOur 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: Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.Involvement: Ability to participate in Business Employee Resource Groups (Black, Hispanic, Asian, Women, Rainbow (LGBTQIA+), Veterans, Disabilities), Volunteering, Company wide celebrations, and moreWork-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work. Learn more about life at Workiva: https://www.linkedin.com/company/workiva/Learn more about benefits: https://www.workiva.com/careers/benefitsWorkiva is an Equal Employment 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, 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 talentacquisition@workiva.com. #LI-A1
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