GRC SaaS Customer Success Manager

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

Benefits offered by this job

Discretionary bonus

Restricted Stock Units

401(k) match

Employee benefits

Job summary

Workiva is hiring Customer Success Managers to lead the post-sale journey for named accounts in the United States. You will drive adoption of the Workiva Platform, maximize ROI, and partner with Sales, Services, Marketing, and Product teams to ensure customers are onboarded, trained, and supported.

You’ll guide customers through milestones using Success Plans, identify risks, and deliver consultative recommendations.

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)
• 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

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 & take appropriate actions to manage and/or elevate 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

Skills

Customer Success experience

Account Management

SaaS knowledge

Communication skills

Education

Bachelor's degree or equivalent

Tools

CRM software

Job description

Workiva is hiring Customer Success Managers to lead the post-sale journey for named accounts in the United States. You will drive adoption of the Workiva Platform, maximize ROI, and partner with Sales, Services, Marketing, and Product teams to ensure customers are onboarded, trained, and supported.

You’ll guide customers through milestones using Success Plans, identify risks, and deliver consultative recommendations.