As a Senior Manager of Enterprise Customer Success at Workiva, you'll hold a critical leadership position shaping a high-performing team of Enterprise Customer Success Managers (ECSMs) in EMEA, while serving as a key leader for Workiva's Signature Experience offering.
If you are considering sending an application, make sure to hit the apply button below after reading through the entire description.
You'll be responsible for driving customer adoption, retention, and growth across our most strategic enterprise accounts, leading the regional execution of Signature Experience, and maximizing customer lifetime value. What You'll DoLead and Inspire: Steer a dedicated EMEA Enterprise CSM team (ECSM) focused on delivering exceptional customer retention, adoption, and growth outcomes for strategic accounts. Develop Talent: Coach and mentor ECSMs to excel in pivotal metrics such as onboarding, adoption, retention, satisfaction, and outcome management.
Your guidance will empower them to become trusted advisors to our customers.
Performance Management: Provide constructive feedback and manage performance evaluations, ensuring each team member can navigate challenging customer situations effectively. Enhance Key Metrics: Coach the team to produce best-in-class onboarding, adoption, retention, growth, satisfaction, and outcome management.
Signature Experience Leadership: Own the execution and adoption of the Signature Experience motion in EMEA, partnering with GTM and CPX teams to pitch, commercialize, and deliver high-touch, value-driven offerings to enterprise clients.
Strategic Growth Initiatives: Play a key role in scaling Workiva's Customer Success organization through strategic hiring, comprehensive onboarding, and ongoing training programs that cultivate ECSM expertise.
Cross-Departmental Collaboration: Drive close alignment across Sales, CPX, Product, Marketing, and Partner leadership to co-sell, refine entitlements, and deliver an integrated enterprise customer journey.
Enhance Team Efficiency: Implement tools and processes designed to boost the team's capacity for retention and growth, fostering an environment of continuous improvement.
Customer-Centric Focus: Engage closely with CSMs to accurately identify positive business outcomes and define success for every customer.
Your leadership will ensure that we proactively address customer satisfaction concerns before they escalate.
Churn Prevention Leadership: Act as the primary contact for escalated customer issues, leading efforts to prevent churn and ensuring our customers receive the highest level of support.
Team Builder Mentality: Build out a new team and Customer Journey from scratch hitting key deliverables to drive further investment.
What You'll NeedMinimum Qualifications8+ years of related experience in Enterprise Customer Success, Customer Service, Account Management, SaaS or Sales3+ years of direct people management experience preferred, including supervisory experience of supervisor and/or individual contributorsUndergraduate degree or equivalent knowledge and career experiencePreferred QualificationsExperience building out, scaling, or commercializing premium/enterprise customer success offerings (such as Signature Experience) and new team structures in a SaaS environment. Exceptional customer-facing communication and interpersonal skills; adept at understanding and fulfilling customer needsEvidence of strong problem-solving and analytical skills to drive valuable solutions and decisionsStrong time management, multitasking, and deadline-oriented approach to managing multiple projects simultaneously Travel Requirements and Working Conditions 20% travel for customer and internal meetingsReliable internet access for any period of time working remotely and not in a Workiva officeWhy Join WorkivaWorkiva is the platform designed to bring confidence, control, and a competitive edge to the world's most complex organizations.
Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation—ensuring data is trusted, traceable, and ready to act on.
With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world. At Workiva, you'll bring technology to market that executives, boards, and regulators depend on.
The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny.
If you're energized by meaningful challenges, inspired by collaborative teams, and motivated to help organizations turn uncertainty into advantage, we'd love to meet you. 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. xohmjla
To request assistance with the application process, please email employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.#LI-SP1SummaryLocation: LondonType: Full time
Senior Manager of Customer Success - Enterprise in Vauxhall 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.
