Senior Lead Customer Success Manager Job Phoenix area,Arizona USA,Sales

What You’ll Do

Build and maintain a clear picture of each account’s organization, goals, and strategic priorities, and develop multi-year account plans that connect those priorities to Workiva capabilities
Cultivate C-suite and VP relationships as an ongoing partnership, not just at renewal time, and run Business Reviews that tell a story about impact rather than a recap of features
Map our full portfolio against each customer’s agenda to identify where Workiva can do more, and keep account plans current with whitespace opportunities and clear next steps

Customer Journey & Success Planning

Build and maintain a clear picture of each account’s organization, goals, and strategic priorities, and develop multi-year account plans that connect those priorities to Workiva capabilities
Cultivate C-suite and VP relationships as an ongoing partnership, not just at renewal time, and run Business Reviews that tell a story about impact rather than a recap of features
Map our full portfolio against each customer’s agenda to identify where Workiva can do more, and keep account plans current with whitespace opportunities and clear next steps

Platform Adoption

Use adoption data and health signals to diagnose what’s working and what isn’t, then design targeted interventions that address root causes
Ask consultative questions to uncover workflow gaps and build enablement that drives lasting behavior change, not just short-term usage

Sales Collaboration

Identify expansion opportunities through structured whitespace analysis and bring them to your AE with a clear business case, not just a product suggestion
Maintain a reliable renewal forecast well ahead of deadlines, flag risk early with a mitigation plan attached, and navigate commercial conversations with confidence

Executive Presence

Stay consistently engaged with VP- and C-level stakeholders and communicate in terms of business risk, efficiency, and strategic impact
Prepare internal executive sponsors with the context they need before every high-stakes customer conversation

Risk & Issue Resolution

Catch problems before your customers do by reading health trends, engagement signals, and relationship dynamics proactively
Own escalations from identification through resolution: document the root cause, coordinate across functions, and keep the customer informed throughout

Organizational Excellence & Mentorship

Mentor fellow CSMs on territory management, stakeholder strategy, and commercial thinking, and share your approaches so others can learn from your experience
Contribute to team-wide playbooks and tools that make strong execution repeatable across the organization
Synthesize patterns across your accounts into specific, evidence-backed input that helps Product and GTM teams make better decisions

What You’ll Need

Minimum Qualifications

8+ years in B2B SaaS Customer Success, Strategic Account Management, or Consulting
Bachelor’s degree or equivalent experience

Preferred Qualifications

A track record of retaining and growing complex, multi-stakeholder enterprise accounts across multiple renewal cycles
Sharp commercial instincts and experience identifying and qualifying expansion opportunities alongside a sales partner
Executive presence that earns trust at the C-suite level and holds up in high-stakes conversations
The ability to read data, find the signal, and turn it into a clear story that drives action
CRM discipline that makes your forecasts reliable, your work visible, and your accounts transferable
Experience leading or coordinating cross-functional work without direct authority, bringing together the right people across Sales, Support, Product, and other teams to drive outcomes for your accounts
A genuine interest in mentoring others and making the team around you better

Trav…