Senior Manager of Customer Success - Enterprise

Workiva; United States; Remote; USD 180.000 - 260.000; Vollzeit

Zusammenfassung

Workiva Inc. is seeking an experienced Enterprise Customer Success Leader to steer the ECSM team in EMEA, delivering retention, adoption and growth for strategic accounts.

You will coach and mentor ECSMs, drive onboarding and outcome metrics, and own the Signature Experience adoption, collaborating with Sales, CPX, Product, Marketing and Partners to deliver high-impact outcomes. This role focuses on scaling the CS organization through strategic hiring, onboarding, and ongoing training, with

Qualifikationen

• 8+ years of related experience in Enterprise Customer Success, Customer Service, Account Management, SaaS or Sales
• 3+ years of direct people management experience preferred, including supervisory experience of supervisor and/or individual contributors
• Undergraduate degree or equivalent knowledge and career experience

Aufgaben

• Lead and Inspire: Steer a dedicated ECSM team in EMEA focused on retention, adoption, and growth for strategic accounts
• Develop Talent: Coach ECSMs to achieve onboarding, adoption, retention, satisfaction, and outcome management metrics
• Performance Management: provide feedback and manage evaluations to handle challenging customer situations
• Signature Experience Leadership: own the execution and adoption of Signature Experience in EMEA, partnering with GTM and CPX teams
• Strategic Growth Initiatives: scale Workiva's CS org via hiring, onboarding, and training programs
• Cross-Departmental Collaboration: align Sales, CPX, Product, Marketing and Partners for integrated enterprise journeys
• Enhance Team Efficiency: implement tools and processes to boost retention and growth
• Customer-Centric Focus: ensure positive outcomes and address satisfaction proactively
• Churn Prevention Leadership: be the primary contact for escalated issues and prevent churn
• Team Builder Mentality: build a new team and customer journey from scratch

Kenntnisse

Leadership

Coaching

Mentoring

Cross-functional collaboration

Strategic thinking

Ausbildung

Undergraduate degree or equivalent knowledge and career experience

Jobbeschreibung

What You’ll Do

Lead and Inspire: Steer a dedicated EMEA Enterprise CSM team (ECSM) focused on delivering exceptional customer retention, adoption, and growth outcomes for strategic accounts.

Develop Talent: Coach and mentor ECSMs to excel in pivotal metrics such as onboarding, adoption, retention, satisfaction, and outcome management. Your guidance will empower them to become trusted advisors to our customers.

Performance Management: Provide constructive feedback and manage performance evaluations, ensuring each
team member can navigate challenging customer situations effectively. Enhance Key Metrics: Coach the team to produce best-in-class onboarding, adoption, retention, growth, satisfaction, and outcome management.

Signature Experience Leadership: Own the execution and adoption of the Signature Experience motion in EMEA, partnering with GTM and CPX teams to pitch, commercialize, and deliver high-touch, value-driven offerings to enterprise clients.

Strategic Growth Initiatives: Play a key role in scaling Workiva's Customer Success organization through strategic hiring, comprehensive onboarding, and ongoing training programs that cultivate ECSM expertise.

Cross-Departmental Collaboration: Drive close alignment across Sales, CPX, Product, Marketing, and Partner leadership to co-sell, refine entitlements, and deliver an integrated enterprise customer journey.

Enhance Team Efficiency: Implement tools and processes designed to boost the team's capacity for retention and growth, fostering an environment
of continuous improvement.

Customer-Centric Focus: Engage closely with CSMs to accurately identify positive business outcomes and define success for every customer. Your leadership will ensure that we proactively address customer satisfaction concerns before they escalade.

Churn Prevention Leadership: Act as the primary contact for escalated customer issues, leading efforts to prevent churn and ensuring our customers receive the highest level of support.

Team Builder Mentality: Build out a new team and Customer Journey from scratch hitting key deliverables to drive further investment.

What You’ll Need

Minimum Qualifications

8+ years of related experience in Enterprise Customer Success, Customer Service, Account Management, SaaS or Sales

3+ years of direct people management experience preferred, including supervisory experience of supervisor and/or individual contributors

Undergraduate degree or equivalent knowledge and career experience

Preferred Qualifications

Experience building out, scaling, or
commercializing premium/enterprise customer success offerings (such as Signature Experience) and new team structures in a SaaS environment.

Exceptional customer-facing communication and interpersonal skills; adept at understanding and fulfilling customer needs

Evidence of strong problem-solving and analytical skills to drive valuable solutions and decisions

Strong time management, multitasking, and deadline-oriented approach to managing multiple projects simultaneously

Travel Requirements and Working Conditions

20% travel for customer and internal meetings
Reliable internet access for any period of time working remotely and not in a Workiva office

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