Senior CSM Lead: ROI & Adoption Champion (Remote)

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 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.