Senior Enterprise CS Leader - EMEA Growth & Onboarding

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

Job summary

Workiva is seeking a seasoned leader to steer the EMEA Enterprise CSM (ECSM) team, driving retention, onboarding, adoption and growth for strategic accounts.

You will coach and mentor ECSMs to become trusted advisors, focusing on onboarding, retention, satisfaction and outcome management while coaching leaders to navigate complex customer situations. This role partners with Sales, CPX, Product and Marketing to deliver powerful, enterprise-grade experiences.

Qualifications

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

Responsibilities

• Lead and inspire the EMEA ECSM team to deliver retention, adoption and growth for strategic accounts.
• Coach and mentor ECSMs to excel in onboarding, adoption, retention and satisfaction metrics.
• Provide performance management and feedback to ensure effective handling of challenging customer situations.
• Drive best-in-class onboarding, adoption, retention, growth, satisfaction and outcomes across the team.
• Own the Signature Experience motion in EMEA, partnering with GTM and CPX to deliver high‑touch value offerings to enterprise clients.
• Scale Workiva's Customer Success org through strategic hiring and comprehensive onboarding programs.
• Collaborate across Sales, CPX, Product, Marketing and Partner leadership to co-sell and refine entitlements.

Skills

Leadership

Coaching

Strategic planning

Customer focus

People management

Education

Bachelor's degree or equivalent knowledge

Job description

Workiva is seeking a seasoned leader to steer the EMEA Enterprise CSM (ECSM) team, driving retention, onboarding, adoption and growth for strategic accounts.

You will coach and mentor ECSMs to become trusted advisors, focusing on onboarding, retention, satisfaction and outcome management while coaching leaders to navigate complex customer situations. This role partners with Sales, CPX, Product and Marketing to deliver powerful, enterprise-grade experiences.