Lead Customer Success Manager

Workiva 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, your 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 DoDrive 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 name 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, & Engineering teams

Work with Sales to manage and forecast a pipeline of upcoming renewal opportunities & 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 Undergraduate degree or equivalent combination of education and experience in a related field; an advanced degree may be considered in lieu of professional experience6 years of related experience in Customer Success, Customer Service, Account Management, or Sales

Preferred Qualifications Experience supporting a SaaS application preferred

Expert in assigned customer use cases and solutions within a software platform

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

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…