Product Success Manager

The Product Success Manager serves as a primary influencer in the definition and execution of product adoption and growth success motions at Workiva. In this role, you’ll work directly with customers to enhance their overall experience with the product and make them successful reference customers. In close collaboration with the customer’s overall success team (Customer Success, Support and Product), you’ll monitor customer satisfaction, deliver customer programs, and act as the liaison between customer and product teams.In this role, your focus will be on Workiva’s solutions for Governance, Risk & Compliance (GRC). To succeed in this role, you’ll support customers post-onboarding and work cross-functionally with our Sales, Support, Implementation and Partner teams for successful platform deployment.What You’ll DoWork across internal Workiva teams to address customer needs within the Workiva platform including platform setup and technical troubleshooting.Analyze and anticipate the likelihood of customer solution renewal and help the Customer Success team manage risks to mitigate churnInterpret, analyze and understand Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) and work on strategies to improve this across EMEA.Be an excellent representative of the Customer Success team alongside Product Development to ensure  our development will add value to the customer Work with global  Product Success teams to ensure best in class Product Success knowledge and processesWork on the enablement of Customer Success  and ensure they can deliver meaningful value our customersTrain the Customer Success team on the benefits of new product releasesWhat You'll NeedMinimum Qualifications4+ years of related career experience in Customer Success, Product Management, Professional Services or similar in a software organization - preferably SaaSUndergraduate degree or equivalent combination of relevant career experience and expertisePreferred Qualifications Knowledge of connected data ecosystems and connected reporting workflows Proven experience with product enablement and measurable long-term customer success Experience of using  data metrics  to drive customer engagement towards business outcomes and value realization.Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.Previous experience of working within GRC products or solutionsTravel Requirements & Working ConditionsUp to 10% travel for customer and internal eventsReliable internet access for any period of time working remotely and not in a Workiva office.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.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.