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

Workiva; United States; Remote; USD 57,000 - 95,000; Full time

Benefits offered by this job

Discretionary bonus

Restricted Stock Units (RSUs)

401(k) match

Comprehensive benefits

Job summary

Workiva is seeking a Customer Success Manager in the United States to serve as the primary contact for named accounts, driving adoption of the Workiva Platform and maximizing ROI. You will collaborate across Sales, Services, Support, Marketing, and Product to onboard, train, and support customers throughout their lifecycle.

The role requires a degree and 2 years in Customer Success or related fields; SaaS experience and strong communication are preferred.

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: Experience supporting a SaaS application
• Strong communication and presentation skills with a high level of comfort delivering consultative recommendations

Responsibilities

• 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 and take appropriate actions to resolve
• Ensure customers progress toward key milestones using Success Plans
• Advocate for customers by providing feedback to internal teams
• Collaborate with Sales on upcoming renewals
• Teach customers how to use the Workiva Platform
• Track customer communication, issues, and metrics

Skills

Customer Success

SaaS experience

Communication

Time management

Education

Bachelor's degree

Tools

CRM software

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 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

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

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 [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.

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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