Lead Customer Success Manager

Workiva Inc.; United States; Remote; USD 120,000 - 170,000; Full time

Job summary

Workiva is seeking a Lead Customer Success Manager to drive adoption and ROI across our highest value named accounts. You’ll onboard, train, and support customers through their journey, coordinating with Services, Support, Marketing, Sales and Product to ensure scalable value realization.

You’ll cultivate executive relationships, forecast renewal opportunities, manage risks, and advocate for customers while guiding them from onboarding to maturity on the Workiva platform.

Qualifications

• Undergraduate degree or equivalent; advanced degree may substitute.
• 6 years of related experience in Customer Success, Customer Service, Account Management, or Sales.
• Experience supporting a SaaS application preferred.
• Expert in assigned customer use cases and solutions within a software platform.
• Strong ability to understand and simplify complex problems and solutions.
• Excellent time management and prioritization abilities.

Responsibilities

• Drive platform ROI for VP/CEO level; ensure customer adoption.
• Consult on best practices, workflows, and business reviews.
• Build multi-level relationships across customer organizations as trusted advisor.
• Identify risks, forecast revenue, and resolve issues promptly.
• Record activity, outcomes, issues, and communication in CRM.
• Lead Customer Journey milestones with Success Plans.
• Advocate internally with Sales, Services, Marketing, Product, & Engineering.
• Forecast renewal opportunities and maintain revenue retention.
• Enable customers to maximize Workiva Platform value.
• Drive team improvements through quarterly objectives.
• Lead by example within the Customer Success team.

Skills

SaaS application experience

Customer success skills

Presentation skills

Time management

Education

Bachelor's degree or equivalent

Job description

Workiva Lead Customer Success Managers (Lead CSM) play a pivotal role in ensuring customer satisfaction and platform adoption. They oversee the entire customer lifecycle, driving business outcomes, identifying growth opportunities, and ensuring value realization within our highest value named accounts. As a Lead CSM, your main objective is to maximize our customers’ return on investment (ROI) in the Workiva Platform and to facilitate communication between internal and external stakeholders. You will cultivate close relationships with management sponsors, and serve as a strategic advisor to VPs, chief executives, and key stakeholders throughout the customer lifecycle, guiding them along the value curve and product maturity model. You will work closely with Workiva’s Services, Support, Marketing, Sales, and internal leadership teams to ensure widespread and scalable adoption by effectively onboarding, training, and supporting customers throughout their journey.

What You’ll Do

• Drive customer adoption of the Workiva platform and prove ROI at the VP or Chief Executive level
• Consult on best practices, workflows, and management business reviews
• Develop multi-level relationships, internally and throughout customer organizations and serve as a trusted advisor
• Identify and mitigate risks, forecast revenue changes in key name accounts, and promptly address issues to ensure efficient resolution
• Record customer activity, outcomes, issues, and communication in customer management tools
• 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 manage and forecast a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets
• Enable customers to attain maximum value of the Workiva Platform
• Drive team improvements through quarterly objectives
• Lead by example and utilize leadership skills to benefit others in the Customer Success team

What You’ll Need

Minimum Qualifications

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

Preferred Qualifications

• Experience supporting a SaaS application preferred
• Expert in assigned customer use cases and solutions within a software platform
• Deep commitment to customer success
• Ability to understand and simplify complex problems and solutions
• Strong observation, influence, and presentation skills with a high-level of comfort delivering consultative recommendations to internal and external stakeholders
• Self-starter with excellent time management and prioritization abilities

Travel Requirements & Working Conditions

• Willingness to travel up to 20% 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

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.

Workiva is an Equal Opportunity Employer.We believe that great minds think differently.We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, 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 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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