Senior Customer Success Manager - Emerging Solutions (12 Month Contract)

As a Senior Customer Success Manager (Sr CSM) at Workiva, you will play a pivotal role in managing the entire customer lifecycle with a particular focus on onboarding and early engagement, ensuring customers realise immediate value and long-term success with the Workiva platform. Your mission will be to maximise customer ROI by fostering strong relationships with key stakeholders, aligning on business goals, and driving adoption of our solutions. You will work cross-functionally with teams such as Services, Support, Marketing, and Sales to ensure seamless onboarding, training, and customer success.

What You’ll Do

• Customer Onboarding and Early Engagement: Collaborate closely with customers and partners to define key business outcomes (PBOs) and success metrics, facilitating quick wins and showcasing the value of Workiva from the start.
• Customer Success Strategy: Develop and execute tailored Customer Success Plans that ensure customers achieve key milestones early in the journey, and continue to derive maximum value from Workiva solutions long-term.
• Strategic Guidance and Partner Collaboration: Build and maintain strong relationships with partners, ensuring alignment with customer success objectives and facilitating smooth coordination between internal teams and external partners.
• Cross-Functional Collaboration: Advocate for customers internally by working with Sales, Services, Marketing, Product, and Engineering teams to influence product development, enhance customer experiences, and drive solutions tailored to customer needs.
• Customer Graduation to CSM Role: Work closely with customers to assess their readiness to transition to a traditional CSM, ensuring smooth handoffs and continuous engagement post-onboarding. Provide comprehensive documentation and insights about customer journeys to ensure ongoing success.
• Customer Advocacy: Identify potential risks and proactively manage solutions to mitigate issues, ensuring customers remain engaged and satisfied.

What You’ll Need

• Minimum Qualifications: Bachelor’s degree or equivalent experience in Consulting, Engagement Management, Delivery Management, Account Management, or related fields; 4+ years of related career experience in Customer Success, Account Management or similar.
• Preferred Qualifications: Experience with SaaS platforms - ideally handling large data complexity; Strong communication and presentation skills, with an ability to convey complex concepts clearly; A commitment to customer success, focused on driving long-term value and engagement; Ability to collaborate across departments and influence stakeholders at all levels of the organisation; Self-motivated with strong time management skills and the ability to prioritise multiple initiatives effectively; A data-driven mindset, with the ability to analyse customer metrics and adjust strategies accordingly; Ability to work in ambiguous environments and demonstrate flexibility in problem-solving; Strong consultative skills, with experience delivering recommendations that drive business outcomes.

Travel Requirement & Working Conditions: Up to 10% annually for customer and internal meetings; Ability to work remotely with reliable internet access.

Workiva 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. Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.