Customer Success Manager - Governance, Risk and Compliance (GRC)

Workiva, Inc.; Ames (IA); Remote; USD 57,000 - 95,000; Full time

Benefits offered by this job

Discretionary annual bonus

Restricted Stock Units

401(k) match and comprehensive health/

Job summary

Workiva is seeking a Customer Success Manager to lead the customer journey for named accounts, driving adoption and ROI while ensuring successful onboarding and ongoing value realization.

You will collaborate with Services, Support, Marketing and Sales to promote outcomes, manage renewals, and deliver consultative guidance. Travel up to 10% may be required; Workiva supports remote work and flexible arrangements.

Qualifications

• Undergraduate degree or equivalent combination of education and experience.
• 2 years of related experience in Customer Success, Customer Service, Account Management or Sales.
• Experience with SaaS applications preferred.
• Strong communication and presentation skills.
• Ability to understand complex problems and explain the source clearly.

Responsibilities

• Drive customer adoption of Workiva solutions.
• Ensure continuous ROI for customers.
• Consult on best practices, workflows, and management business reviews.
• Develop multi-person relationships across customer organizations.
• Identify risks in named accounts and escalate to resolution as needed.
• Track milestones in the Customer Journey with Success Plans.
• Advocate for customers by feeding back to Sales, Services, Marketing, Product, and Engineering teams.
• Collaborate with Sales on upcoming renewals.
• Teach customers how to use the Workiva Platform.
• Use CRM tools to track communication, issues, and metrics.

Skills

Communication skills

Time management

Problem understanding

Self-starter

Education

Undergraduate degree or equivalent

Job description

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.

What You'll Do

• 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 escalation 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

What You'll Need

Minimum Qualifications

• Undergraduate degree or equivalent combination of experience and education in a related field; an advanced degree may be considered in lieu of professional experience
• 2 years of related experience (Customer Success, Customer Service, Account Management or Sales)

Preferred Qualifications

• 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

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

Workiva will not provide visa sponsorship for this position. Candidates must be authorized to work in the U.S. on a permanent basis.

How You'll Be Rewarded

Salary range in the US: $57,000.00 - $95,000.00

A discretionary bonus typically paid annually

Restricted Stock Units granted at time of hire

401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

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.

Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status 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 .

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.

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