Team Manager of Customer Success

As 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 while 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 managementCoach, develop, and provide feedback to CSMs, conducting performance and compensation evaluations while handling employee issues as the escalation point to managementScale Workiva's Customer Success organization by actively participating in hiring, onboarding, training, and fostering the development of Customer Success ManagersMotivate and inspire the team to perform at their peak, regularly updating them with critical updates from various departments like engineering, sales, marketing, and professional servicesDrive the team toward understanding and meeting both team and company goals and metrics, ensuring continuous progress updates and keeping them informedUtilize 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 performanceMaintain 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 concernsCollaborate 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 communicationWhat You'll NeedMinimum Qualifications Bachelor’s degree in a related field - alternatively,  equivalent career experience in lieu of a degree will be considered5+ years related experience in Customer Success, Account Management or a similar field2+ years of direct people management experiencePreferred Qualifications Fluent in written and spoken English and Mandarin, to enable effective Quarterly Business Reviews, customer communication, and partner engagement based in Greater China ( Hong Kong & Taiwan )Experience working in a Software as a Service (SaaS) company with a strong understanding of  SaaS platforms and business modelsKnowledge of key Workiva customer markets in Greater China (Hong Kong & Taiwan) and Southeast Asia, along with relevant business acumenExperience managing enterprise clients with strict SLA adherence, rapid feature turnaround, and dedicated point-of-contact service modelsAbility to thrive in a dynamic, fast-paced setting, demonstrating adaptability and personal resilience crucial for success in an evolving environmentExceptional customer-facing communication skills, adept at understanding and fulfilling customer needs effectivelyPossess strong problem-solving abilities, using analytical skills to devise solutions that deliver tangible business valueCapability to lead teams within high-growth environmentsExcellent verbal and written communication skills, paired with exceptional listening abilitiesWorkiva 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. Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.#LI-A1