Senior Customer Success Manager

Workiva is seeking a Senior Customer Success Manager to drive strategic account growth and customer satisfaction across our 9 locations. This full-time role combines direct client engagement with team leadership to ensure organizations achieve their business objectives through our platform.

About This Position

As Senior Customer Success Manager at Workiva, you'll own the success of our most strategic enterprise accounts, building lasting relationships from implementation through ongoing optimization. You'll serve as the trusted advisor for executives at client organizations, ensuring they extract maximum value from our solutions. This position offers the opportunity to influence product adoption across complex enterprises while leading a high-performing customer success team.

Core Duties

• Manage a portfolio of enterprise accounts, driving adoption, retention, and revenue expansion
• Lead cross-functional teams through implementations and critical deployments
• Develop executive relationships and conduct business reviews aligned with customer strategic priorities
• Identify expansion opportunities through regular customer engagement and outcome analysis
• Create and execute customer success plans that address measurable business outcomes and key performance indicators
• Coach and mentor customer success professionals to deliver consistently excellent service
• Monitor account health metrics, identify at-risk accounts, and execute proactive retention strategies
• Gather customer insights and collaborate with product teams on platform improvements

Requirements

• 7+ years of customer success, account management, or related experience in software or enterprise services
• Proven track record managing complex, multi-stakeholder accounts of significant annual value
• Experience leading and developing customer success or client-facing teams
• Strong understanding of SaaS business models and enterprise software implementation cycles
• Excellent executive communication skills and ability to influence at senior levels
• Demonstrated success in account retention, expansion revenue, and customer satisfaction metrics
• Analytical mindset with proficiency in CRM systems and data-driven decision making
• Bachelor's degree or equivalent professional experience

Why Join Workiva

Workiva is a leader in connected reporting and compliance solutions, trusted by thousands of organizations worldwide to streamline their most critical processes. Joining our team means working with innovative technology, supporting clients across diverse industries, and advancing your career with a customer-centric organization. As a Senior Customer Success Manager, you'll have direct impact on customer outcomes and meaningful influence on product strategy. Our positions across 9 locations offer growth opportunities within a thriving, mission-driven company.

Applying for This Role

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