Lead Customer Success Manager

Workiva UK Limited; Greater London; Remote; GBP 80,000 - 110,000; Full time

Job summary

Workiva Lead Customer Success Managers (Lead CSM) oversee the full customer lifecycle across corporate accounts, driving retention, platform adoption, and ROI. You will design scalable value-reporting frameworks, executive touchpoints, and one-to-many programs while collaborating with Sales, Services, Support, and Product to accelerate time-to-value and expand account capacity.

This role focuses on the Corporate book in EMEA, with a pathway to high-volume, digital CS motion.

Qualifications

• Undergraduate degree or equivalent combination of education and experience.
• 6+ years in Customer Success, Account Management, or CS Operations in a B2B SaaS environment.
• Experience designing, executing, or managing tech-touch, digital-first, or pooled CS motions.

Responsibilities

• Scale onboarding, adoption and retention for low-touch corporate customers to increase capacity.
• Create and implement digital motion rules, routing, and playbooks across Corporate book.
• Coordinate with Corporate Sales leadership for joint motions and renewal forecasting.
• Provide strategic advisory at onboarding, renewals, and high-expansion accounts.
• Convert usage data and feature adoption into qualified expansion and cross-sell leads.
• Develop one-to-many value reporting and automate business reviews.
• Align regional CS with US teams, sharing content and tools like Gainsight/Salesforce.
• Act as strategic partner to regional CS leadership on capacity modeling.
• Mentor peers on tech-touch strategies and modern digital CS practices.

Skills

Customer Success

Account Management

SaaS

Digital-first

Education

Undergraduate degree

Tools

Gainsight

Salesforce

Job description

Workiva Lead Customer Success Managers (Lead CSM) play a pivotal role in ensuring customer satisfaction, retention and platform adoption across our key customer accounts. In this role, you will oversee the full customer lifecycle, driving measurable business outcomes, uncovering expansion opportunities, and accelerating time-to-value. You will deliver high-impact advisory to senior business sponsors at critical lifecycle milestones and across accounts with high expansion potential, while designing scalable value-reporting frameworks, executive touchpoints, and one-to-many programs to prove platform ROI across the broader portfolio. You will work cross-functionally Sales, Services, Support, and Product to guide accounts along Workiva’s product maturity curve. As a first-of-its-kind role for our team, which will influence the EMEA motion, you will focus specifically on our Corporate book of business, with a core mission to dramatically expand account capacity and scale how we serve our low-touch customers. You will lead the transition toward a high-volume, highly efficient operating model, collaborating closely with US counterparts to operationalize our digital-first journeys and Customer Success Specialist (CSS) pooled motions. By automating routine touchpoints and embedding scalable engagement paths across our broadest account base, you will ensure high customer health and retention at scale, while delivering targeted strategic advisory where it matters most.

What You’ll Do

• Scale Account Capacity & Digital Journeys: Build and optimize multi-channel digital touchpoints (in-app guidance, automated email sequences, office hours, webinars) to onboard, adopt, and retain low-touch corporate customers, unlocking significantly higher account-to-CSM portfolio capacity.
• Operationalize the Digital Motion: Partner with CS operations and strategy counterparts to establish rules of engagement, pooled routing, and playbooks for our Digital motion across the Corporate book.
• Partner with Corporate Sales Leadership: Form a tight operating cadence with the Corporate Sales Leader to establish joint community motions, align on high-expansion targets, co-design rules of engagement between Account Executives and CS, and manage renewal pipeline forecasting.
• Deliver Targeted Strategic Advisory: Step in directly at pivotal lifecycle milestones (onboarding kickoffs, critical renewal cycles, risk mitigations) and across high-expansion accounts to consult on best practices and executive ROI.
• Drive Expansion from Product Insights: Turn usage data, feature adoption, and digital engagement signals into qualified expansion and cross-sell leads for Corporate Sales.
• Scale Value Realization: Design and implement one-to-many value reporting frameworks and programmatic business reviews, allowing customers to track Workiva ROI without requiring manual, one-off decks.
• Cross-Regional Alignment: Serve as the regional operational bridge to US digital and scale CS leaders, ensuring continuous sharing of content, automation tooling (e.g., Gainsight/Salesforce), and customer feedback loops.
• Internal Leadership & Mentorship: Act as the strategic counterpart to regional CS leadership on capacity modeling and portfolio health, while mentoring team peers on tech-touch strategies and modern digital CS practices.
• Customer Advocacy: Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Services, Marketing, Product, & Engineering teams.

What You’ll Need

Minimum Qualifications

• Undergraduate degree or equivalent combination of education and experience in a related field
• 6+ years of Customer Success, Account Management, or CS Operations experience in a B2B SaaS environment, with proven success managing Corporate or high-volume books of business.
• Direct experience designing, executing, or managing tech-touch, digital-first, or pooled customer success motions alongside traditional high-touch workflows.

Preferred Qualifications

• Experience supporting a SaaS application preferred
• Expert in assigned customer use cases and solutions within a software platform
• Deep commitment to customer success
• Strong observation, influence, and presentation skills with a high-level of comfort delivering consultative recommendations to internal and external stakeholders
• Self-starter with excellent time management and prioritization abilitiesA data-informed mindset focused on scale—proven ability to evaluate portfolio ratios, design automated customer triggers, and improve capacity without sacrificing account health
• Proven track record acting as a strategic partner to Corporate Sales
• Proven ability in change management, guiding teams and customers through new ways of working
• Leaders/Directors—collaborating on account segmentation, expansion identification, and unified retention strategies.
• Ability to prioritize and break down complex business workflows into clear, actionable solutions.
• Experience in defining customer health-score triggers, segmentation, or rules of engagement that route accounts between automated and human-led touchpoints

Travel Requirements & 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 working remotely, as we embrace flexible work arrangements

Why Join Workiva

Workiva 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. 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.