Workiva Customer Success Managers (CSMs) are a critical part of our customer-facing team, driving the success of our emerging and high growth on the Workiva platform. The CSM serves as the primary point of contact for customers, managing the entire customer lifecycle by focusing on business outcomes, and identifying opportunities for growth within their named accounts post-sale.As a CSM, your primary mission will be to maximize our customers’ ROI in the Workiva platform. You will develop and maintain close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle. You will work closely with Workiva’s Services team, Support team, Marketing team, and Sales team to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.ResponsibilitiesDrive customer adoption of Workiva solutionsContinuously prove ROI to your customersConsult on best practices, workflows, and management business reviewsDevelop multi-purpose relationships throughout customer organizationsIdentify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolutionRecord customer activity, outcomes, issues, and communication in customer management toolsEnsure customers are continuously working toward key milestonesAdvocate for customers internally by providing continuous feedback to Workiva’s Sales, Services, Marketing, Product, & Engineering teamsWork with sales to understand the details of upcoming renewalsTeach customers how to use the Workiva platformUse customer management tools to track customer communication, issues, and metricsQualifications:Minimum QualificationsUndergraduate Degree or equivalent combination of education and experience in a related field2+ 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 conceptsPreferred Qualifications Deeply committed to customer success - not just satisfactionAbility to understand complex problems deeply, and explain the source of those problems simplyAnalytical by natureKnowledge of assigned customer use cases and solutions in the Workiva platformExpert communication & presentation skills with a high-level of comfort delivering consultative recommendations to executives & management teamsSelf-starter with ability to manage time and prioritize competing demandsTravel & Working ConditionsMust be able to travel up to 10% annuallyReliable internet access for any period of time working remotely, not in a Workiva officeWhere 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 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 talentacquisition@workiva.com.#LI-LC1
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