Overview
In this leadership role, you guide a Customer Relationship Management – Customer Success team to deepen post-sales relationships and drive product adoption. You shape the strategic direction of the Customer Success function, partnering with cross-functional teams to meet business goals. You focus on expanding revenue through upsell, cross-sell, and renewals while ensuring client retention. You work with senior leaders to translate strategy into scalable, people-centric processes and coaching. This is an impactful leadership opportunity at Workiva to accelerate customer value and business outcomes.
Responsibilities
- Lead and manage multiple Customer Success teams, ensuring adoption and utilization of Workiva products
- Identify opportunities for expansion and oversee upsell/cross-sell to assigned clients, plus renewals and retention efforts
- Develop and communicate the strategic direction for the Customer Success function and its processes
- Recruit, develop, and evaluate talent; provide coaching and performance management for teams and managers
- Collaborate with senior functional managers and cross-functional teams to align customer outcomes with company goals
- Ensure sub-function policies drive consistent, high-quality customer outcomes and scalable operations
Key requirements
- Experience as a manager of Customer Success or related teams at director level or above
- Bachelor’s degree preferred, with alternative combinations as per company standards; 8+ years related experience for Bachelor path, 6+ years for Master, or 4+ years for PhD
- Minimum 3 years of direct people management experience preferred
- Proven track record in driving adoption, revenue expansion, and renewal outcomes
- Ability to manage ambiguous problems and influence senior stakeholders
- collaboration
- influence and persuasion
- strategic thinking
- adaptability
- communication skills
Senior Manager of Customer Success - Enterprise in London employer: Workiva
Workiva is an exceptional employer that fosters a dynamic and collaborative work culture, empowering employees to innovate and excel in their roles. With a strong focus on professional development and growth opportunities, particularly in the rapidly evolving field of AI-driven solutions, team members are encouraged to expand their skills and make a meaningful impact across EMEA. The company's commitment to leveraging cutting-edge technology and insights ensures that employees are at the forefront of industry advancements, making Workiva a truly rewarding place to build a career.
