Customer Success Manager

Workiva; City Of London; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading SaaS company in London is looking for a Customer Success Manager to drive customer success on their platform. You will manage customer relationships, ensure effective onboarding, and advocate for customer needs. The ideal candidate has an undergraduate degree and at least 2 years of relevant experience in Customer Success or Account Management. This role includes a flexible work arrangement and may require up to 10% travel.

Qualifications

• Minimum 2 years of experience in Customer Success, Customer Service, Account Management, or Sales.
• Excellent communication skills; ability to communicate at multiple levels.
• Demonstrated ability to build successful relationships.

Responsibilities

• Drive customer adoption of Workiva solutions.
• Manage customer needs and demonstrate product value.
• Record customer activities and communicate effectively.

Skills

Communication skills

Relationship building

Customer service

Education

Undergraduate degree or equivalent

Job description

As a Customer Success Manager (CSM) at Workiva, you are a critical part of our customer-facing team - driving the success of our customers on the Workiva platform. You’ll serve as the primary point of contact for assigned customers, managing the entire customer lifecycle, focusing on positive business outcomes and identifying opportunities for growth within customer accounts. You’ll work closely with Workiva’s Implementation, Support, Marketing and Sales teams to ensure customers are effectively onboarded, trained, and supported throughout the customer journey.

As a CSM, your primary mission will be to maximise our customers’ value from the Workiva platform through developing and maintaining close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle.

What You’ll Do

• Drive customer adoption of Workiva solutions and continuously demonstrate product value to your customers
• Manage diverse customer needs through robust product knowledge and expertise
• Consult on best practices, workflows, and management business reviews
• Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
• Record customer activity, outcomes, issues, and communication in customer management tools
• Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Implementation, Marketing, Product, & Engineering teams
• Work with Sales to understand the details of upcoming customer renewals
• Use customer management tools to track customer communication, issues, and metrics

What You\'ll Need

Minimum Qualifications

• Undergraduate degree or equivalent combination of education and experience in a related field
• 2 years of related experience in Customer Success, Customer Service, Account Management, or Sales

Preferred Qualifications

• Excellent communication skills and able to demonstrate the ability to communicate at multiple levels
• Evidence of successful relationship building both internally and externally
• Experience supporting a SaaS application preferred
• Expert observation, communication, and presentation skills with a high level of comfort delivering consultative recommendations to executives & management teams
• Self-starter with the ability to manage time and prioritise competing demands
• Working experience with customers across the Financial Services sector is a plus

Travel Requirements and Working Conditions

• Willingness to travel up to 10% for team and corporate meetings, fostering relationships and representing company interests
• Reliable internet access for any period of time while working remotely, as we embrace flexible work arrangements

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 [e-mail].

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