Customer Success Manager (German Speaking)

Workiva Inc.; Amsterdam; On-site; EUR 60,000 - 80,000; Full time

Job summary

Workiva Inc. in Amsterdam is seeking a Customer Success Manager to lead the post-sale relationship with named accounts. You will ensure onboarding, adoption, and ongoing value realization for the Workiva Platform.

You will maximize ROI by partnering with customers and internal teams to drive best practices, resolve issues, and identify growth opportunities. Travel up to 10% may be required. The role emphasizes strong communication, problem solving, and a proactive mindset, with ownership of

Qualifications

• 2 years of related experience in Customer Success, Customer Service, Account Management or Sales.
• Bachelor's degree required; advanced degree may be considered.
• Reliable internet access for remote work.
• Willingness to travel up to 10% for meetings and relationship-building.
• Experience supporting a SaaS application preferred.
• Deep commitment to customer success and outcomes.
• Strong communication and presentation skills.
• Self-starter with time management and prioritization skills.

Responsibilities

• Serve as the primary post-sale contact for customers and manage the lifecycle.
• Maximize customer ROI in the Workiva Platform and drive adoption.
• Collaborate with Services, Support, Marketing, and Sales to onboard and train customers.
• Identify opportunities for growth within named accounts and upsell.
• Monitor risks and coordinate with teams to resolve issues.
• Maintain Success Plans and track milestones across the customer journey.
• Advocate for customers by feeding feedback to internal teams.
• Understand customer industry and processes to tailor solutions.

Skills

Communication skills

Time management

Self-motivation

Problem solving

Education

Bachelor's degree

Advanced degree

Job description

Responsibilities

• Workiva Customer Success Managers (CSM) are a critical part of our customer-facing team. CSMs serve as the primary point of contact for customers, managing the entire customer lifecycle by focusing on business outcomes; and identifying opportunities for growth within their named accounts post-sale
• As a CSM, your primary mission will be to maximize our customers return on investment (ROI) in the Workiva Platform. You will develop and maintain close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle
• You will work closely with Workiva's Services team, Support team, Marketing team, and Sales team to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey
• Drive customer adoption of Workiva solutions
• Ensure continuous ROI to your customers
• Consult on best practices, workflows, and management business reviews
• Develop multi-purpose relationships throughout customer organizations
• Identify risks within named accounts & take appropriate actions to manage and/or escape to an efficient resolution
• Ensure all customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans
• Advocate for customers internally by providing continuous feedback to Workiva's Sales, Services, Marketing, Product, & Engineering teams
• Work with Sales to understand the details of upcoming renewals
• Teach customers how to use the Workiva Platform
• Use customer management tools to track customer communication, issues, and metrics
• Serves as the primary post-sale point of contact for clients/customers
• Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products
• Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s)
• May recommend specific solutions to achieve customer's desired result
• Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients, including upselling and cross-selling of related products; accountable for client renewal and retention results
• Ensures best practices are adopted for product use
• May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support
• May or may not be on a sales incentive plan that is based on individual and/or team sales results (e.g., revenue, bookings, unit sales). This is an individual contributor role
• Contributes to small team by taking ownership to deliver assigned activities
• Works on minimally ambiguous problems where solutions are often readily available
• Situations typically require an evaluative review of a variety of factors to understand problems
• Applies company policies, business understanding and acquired techniques to complete day-to-day assignments
• Minimally impacts quality of own work and the work of others on team
• Exercises judgment, within defined procedures; sometimes adapts practices in order to apply appropriate action
• May interact with high-level individual contributors and managers across multiple areas
• Builds productive internal working relationships that require regular interaction across similar areas
• Based on clearly defined objectives, receives general instructions on routine work, detailed guidance on new assignments; begins to independently prioritize work
• May provide broad guidance to individuals in process-oriented roles

Qualifications

• 2 years of related experience (Customer Success, Customer Service, Account Management or Sales)Undergraduate degree or equivalent combination of experience and education in a related field
• an advanced degree may be considered in lieu of professional experience
• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements
• Willingness to travel up to 10% for team and corporate meetings, fostering relationships and representing company interests
• Working knowledge and practical understanding of fundamental Workiva technical standards and methods
• Applying professional principles, techniques, and procedures in own area of discipline
• begins to take ownership of assigned activities
• Typically requires a Bachelor's degree and a minimum of 2 years of related experience
• or an advanced degree without experience
• Experience supporting a SaaS application preferred
• Deep commitment to customer success - not just satisfaction
• Ability to understand complex problems and explain the source of those problems simply
• Strong communication and presentation skills with a high level of comfort in delivering consultative recommendations
• Self-starter with strong time management and prioritization skills