Customer Success Specialist

The Customer Success Specialist will manage a large portfolio (150+) of small customer accounts with a strong focus on automation, client retention and upsell. This is a low touch/high volume model and requires strong customer relationship management & technical skills. This role will be our main point of contact for these customers during their time with Workiva’s contract life cycle. The Customer Success Specialist will help drive value realization and return on the client’s investment.

What You’ll Do

• Utilize a variety of communication strategies to drive end user engagement and maximize product adoption
• Understand the Workiva Platform functionality and be able to map to customer objectives
• Understand our customers’ behavior and identify opportunities for customer experience improvement
• Iterate on the tech touch program by developing cadences of value-driving “tech touches” across the customer journey: onboarding, adoption, impact, expansion/renewal
• Collaborate across internal teams (sales, CS ops, support, product, marketing) to analyze and ensure program alignment while ensuring business goals are being achieved.
• Leverage Gainsight to monitor at-risk customers through usage, reporting and analytics

What You’ll Need

Minimum Qualifications

• Experience in Customer Success, Customer Service, Account Management, Sales, or equivalent experience
• Bachelor’s degree or equivalent experience

Preferred Qualifications

• Passion for technology and customer engagement
• Deeply committed to customer success – not just satisfaction
• Communication: Effectively shares and receives information through active listening and using clear oral, written and interpersonal communication skills
• Highly detail oriented and organized with ability to effectively prioritize and multi-task
• Personal, adaptable and flexible with the ability to work successfully in a high-energy, fast paced, rapidly changing environment is necessary
• Self-starter with ability to manage time and prioritize competing demands

Travel Requirements & Working Conditions

• Minimum Travel
• Reliable internet access for any period of time working remotely, not in a Workiva office.

How You’ll Be Rewarded

✅ Salary range in the US: $45,000.00 – $73,000.00

✅ A discretionary bonus typically paid annually

✅ Restricted Stock Units granted at time of hire

✅ 401(k) match and comprehensive employee benefits package