Lead Customer Success Manager

Job Overview 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, the 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 named 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, and Engineering teams. Work with Sales to manage and forecast a pipeline of upcoming renewal opportunities and 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 6 years of related experience in Customer Success, Customer Service, Account Management, or Sales. Bachelor’s degree; an advanced degree may be considered in lieu of professional experience. Preferred Qualifications Experience supporting a SaaS application. Experience in Corporate Sustainability or Regulatory Reporting. Preferably able to accommodate customer base in the Central Timezone. 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. How You’ll Be Rewarded Salary range in the US: $93,000.00 - $149,000.00. A discretionary bonus typically paid annually. Restricted Stock Units granted at time of hire. 401(k) match and comprehensive employee benefits package. 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 View email address on click.appcast.io. #J-18808-Ljbffr