Customer Success Manager – GRC

Workiva Customer Success Managers (CSMs) are a critical part of our customer-facing team. The CSM serves as the primary point of contact for customers, managing the entire customer lifecycle by focusing on business outcomes, and identifying opportunities for growth within their named accounts post-sale. As a CSM, your primary mission will be to maximize our customers’ ROI in the Workiva Platform. You will develop and maintain close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle. You will work closely with Workiva’s Services team, Support team, Marketing team, and Sales team to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.

What You’ll Do:

• Drive customer adoption of Workiva solutions
• Continuously prove 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 escalate 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

What You’ll Need:

• Undergraduate Degree or equivalent combination of education and experience in a related field.
• 2+ years of Customer Success, Customer Service, Account Management, Sales, or equivalent experience in roles with a strong focus on communication, influencing, and delivering on complex concepts.
• Deep commitment to customer success – not just satisfaction
• Ability to understand complex problems and explain the source of those problems simply
• Strong communication & presentation skills with a high-level of comfort delivering consultative recommendations
• Self-starter with ability to manage time and prioritize competing demands
• Willingness to travel, with up to 10% of travel expected for team and corporate meetings, contributing to building strong relationships and representing the company’s 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:

$53,000.00 – $90,000.00