Remote Strategic Enterprise CSM Lead — ROI & Adoption

Workiva Inc.

Canada

Remote

CAD 120,000 - 160,000

Full time

5 days ago

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Job summary

Workiva Inc. is seeking Lead Customer Success Managers to drive platform adoption and maximize ROI for top accounts. You will guide customers through the value curve, align with executive sponsors, and coordinate with Services, Support, Marketing, and Sales to ensure scalable adoption.

You will lead by example, forecast renewals, and advocate for customers internally, ensuring outcomes align with business goals and revenue targets.

Qualifications

Bachelor’s degree or equivalent in related field; advanced degree may be considered in lieu of experience.
6 years of related experience in Customer Success, Customer Service, Account Management, or Sales.
Experience with SaaS platforms and managing multi-level stakeholder relationships.

Responsibilities

Drive adoption of the Workiva platform and prove ROI at VP/Executive level.
Consult on best practices, workflows, and business reviews.
Develop multi-level relationships and act as trusted advisor across organizations.
Identify and mitigate risks, forecast revenue changes in key accounts, and address issues promptly.
Record customer activity and outcomes in CRM tools.
Ensure customers progress through key milestones of the Customer Journey with Success Plans.
Provide feedback to Sales, Services, Marketing, Product, and Engineering teams.
Collaborate with Sales to manage renewal opportunities and achieve revenue retention targets.
Help customers maximize value of the Workiva Platform.
Lead team improvements through quarterly objectives.
Lead by example within the Customer Success team.