Senior Customer Success Architect

Workiva; London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading SaaS company in London is seeking a Senior Customer Success Architect to manage customer lifecycles, focusing on onboarding and early engagement. The role involves developing customer success strategies, collaborating with partners, and ensuring customers have seamless transitions. Ideal candidates should have a strong SaaS background and proven experience in customer success roles. Competitive salary and flexible work arrangements are offered.

Benefits

Flexible work arrangements

Diversity and inclusion initiatives

Comprehensive training programs

Qualifications

• 4+ years of related experience in Customer Success, Implementation or Professional Services within a SaaS environment.
• Strong time management skills and ability to prioritize multiple initiatives effectively.
• Experience operating in a matrixed environment.

Responsibilities

• Collaborate closely with customers and partners to define key business outcomes.
• Develop and execute Customer Success Plans.
• Maintain accurate records in customer engagement tools.

Skills

Customer Success

SaaS Implementation

Stakeholder Management

Data Analysis

Communication

Education

Undergraduate degree or equivalent

Tools

Salesforce

Gainsight

Job description

As a Senior Customer Success Architect (CSA) at Workiva, you will play a pivotal role in managing the customer lifecycle, with a strong emphasis on onboarding and early engagement to drive rapid time-to-value through partner-led implementations. You will lead alignment around key business outcomes and implementation success criteria, collaborating with implementation partners and internal teams to scale delivery, ensure long-term customer success, and establish a strong foundation for adoption and ROI with the Workiva platform. Working across-functionally with teams such as Sales, Partner Experience, Services, and Customer Success, you will be essential to enabling joint success and ensuring customers have a seamless and impactful start to their journey with Workiva. Your deep understanding of our solutions and passion for customer value will empower both customers and partners to maximize impact from day one.

What You’ll Do

• Customer Onboarding and Early Engagement: Collaborate closely with customers and partners to define key business outcomes (PBOs) and success metrics, facilitating quick wins and showcasing the value of Workiva from the start

• Customer Success Strategy: Develop and execute Customer Success Plans that ensure customers achieve key milestones early in the journey. Leverage playbooks to ensure consistency across partner-led customer engagements

• Strategic Guidance and Partner Collaboration: With partner-led implementations, build and maintain strong relationships with partners, ensuring alignment with customer success objectives and facilitating smooth coordination between internal teams

• Cross-Functional Collaboration: Advocate for customers internally by working with Workiva teams (Partner experience, Solution consulting, Customer Success, Professional Services) to enhance customer experiences

• Customer Graduation to CSM: Work closely with customers to assess their readiness to transition to a CSM, ensuring smooth handoffs and continuous engagement post-onboarding. Create structured documentation and transition materials for downstream CSMs, reducing friction and duplication of effort.

• Customer Advocacy: Identify risks and proactively take appropriate actions to manage and/or escalate to an efficient resolution.

• Record keeping and Data: Maintain accurate records in customer engagement tools (e.g., Salesforce, Gainsight) to ensure visibility and continuity across the customer journey.

What You'll Need

Minimum Qualifications

• Undergraduate degree or equivalent combination of education and experience in Consulting, Engagement Management, Delivery Management, Account Management, or related fields

• 4+ years of related experience in Customer Success, Implementation or Professional Services within a SaaS environment

Preferred Qualifications

• Experience with enterprise SaaS platforms, particularly those involving workflow automation or regulatory reporting

• Proven track record managing onboarding projects or delivery engagements, ideally involving or through partners

• Strong business acumen and ability to quickly understand complex business processes, particularly in connected reporting, data visualization or complex data solutions

• Expert observation, communication, and presentation skills with a high-level of comfort and ability to convey complex concepts clearly

• Proven experience delivering consultative guidance to customers, including executive stakeholders, to drive business value

• Experience operating in a matrixed environment with distributed teams and multiple stakeholders

• Strong time management skills and the ability to prioritise multiple initiatives effectively.

• A data-driven mindset, with the ability to analyse customer metrics and adjust strategies accordingly

• Ability to work in ambiguous environments and demonstrate flexibility in problem-solving

• Strong consultative skills, with experience delivering recommendations that drive business outcomes

• Deeply committed to customer success - not just satisfaction

Travel Requirements and Working Conditions

• Willingness to travel up to 10% for customer and internal meetings

• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements

Backfill for Oceane

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 [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.

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