Customer Success Manager

As a Customer Success Manager (CSM) at Workiva, you are a critical part of our customer-facing team - driving the success of our customers on the Workiva platform. You’ll serve as the primary point of contact for assigned customers, managing the entire customer lifecycle, focusing on positive business outcomes and identifying opportunities for growth within customer accounts. You’ll work closely with Workiva’s Implementation, Support, Marketing and Sales teams to ensure customers are effectively onboarded, trained, and supported throughout the customer journey.As a CSM, your primary mission will be to maximize our customers’ value from the Workiva platform through developing and maintaining close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle. What You’ll DoDrive customer adoption of Workiva solutions and continuously demonstrate product value to your customersManage diverse customer needs through robust product knowledge and expertiseConsult on best practices, workflows, and management business reviewsIdentify 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 toolsAdvocate for customers internally by providing continuous feedback to Workiva’s Sales, Implementation, Marketing, Product, & Engineering teamsWork with Sales to understand the details of upcoming customer renewalsUse customer management tools to track customer communication, issues, and metricsWhat You’ll NeedMinimum QualificationsUndergraduate Degree or equivalent combination of education and experience in a related field2+ years of related experience in Customer Success, Customer Service or Account ManagementPreferred Qualifications Experience of working in a high growth technology organization - preferably SaaSKnowledge of financial technology trendsPrevious experience in managing and retaining enterprise-level customers or clientsDeeply committed to customer success and positive business outcomesAbility to analyze and understand complex problems and translate them into simple solutionsKnowledge 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 Requirements & Working ConditionsUp to 10% travel 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.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-PM1