EMEA Enterprise Customer Success Leader

Workiva Inc.; Greater London; Hybrid; GBP 120,000 - 180,000; Full time

Job summary

Workiva Inc. in London is seeking a Senior Manager of Enterprise Customer Success to lead a high‑performing EMEA ECSM team and drive adoption, retention, and growth across strategic enterprise accounts.

You will own the Signature Experience motion in EMEA, partnering with GTM and CPX teams to pitch and deliver high‑touch, value‑driven offerings, while coaching managers to scale the customer success function.

Qualifications

• 8+ years of related experience in Enterprise Customer Success, Customer Service, Account Management, SaaS or Sales.
• 3+ years of direct people management experience preferred, including supervisory experience of supervisor and/or individual contributors.
• Undergraduate degree or equivalent knowledge and career experience

Responsibilities

• Lead and inspire the EMEA Enterprise CSM team to deliver retention, adoption, and growth for strategic accounts.
• Coach ECSMs to excel in onboarding, adoption, retention, satisfaction, and outcome management.
• Own the execution and adoption of Signature Experience in EMEA, partnering with GTM and CPX teams.
• Scale Workiva’s Customer Success organization through strategic hiring, onboarding, and training programs.
• Drive alignment across Sales, CPX, Product, Marketing, and Partners to co-sell and refine entitlements.
• Build out a new team and Customer Journey from scratch hitting key deliverables.
• Lead escalation management to prevent churn and ensure high levels of customer support.

Skills

Enterprise Customer Success

People management

SaaS

Account Management

Education

Undergraduate degree or equivalent knowledge and career experience

Job description

Workiva Inc. in London is seeking a Senior Manager of Enterprise Customer Success to lead a high‑performing EMEA ECSM team and drive adoption, retention, and growth across strategic enterprise accounts.

You will own the Signature Experience motion in EMEA, partnering with GTM and CPX teams to pitch and deliver high‑touch, value‑driven offerings, while coaching managers to scale the customer success function.