Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Act as the main point of contact for customers.

• Oversee the complete customer lifecycle with an emphasis on business outcomes.

• Discover growth opportunities within designated accounts following the sale.

• Optimize customers' return on their investment in the Workiva Platform.

• Build and nurture relationships with management, product adoption champions, and key stakeholders.

• Collaborate with Services, Support, Marketing, and Sales teams to enhance adoption.

• Promote customer utilization of Workiva solutions.

• Ensure ongoing ROI for customers.

• Provide consultation on best practices, workflows, and management business reviews.

• Cultivate multi-faceted relationships across customer organizations.

• Identify, manage, and escalate risks within designated accounts.

• Assist customers in achieving key milestones through customer-facing Success Plans.

• Advocate for customers internally by relaying feedback to the Sales, Services, Marketing, Product, and Engineering teams.

• Collaborate with Sales to understand upcoming renewals.

• Educate customers on utilizing the Workiva Platform.

• Utilize customer management tools to monitor communications, issues, and metrics.

⛳️ Requirements

• Bachelor's degree or an equivalent mix of experience and education in a relevant field; an advanced degree may be considered in place of professional experience.

• A minimum of 2 years of relevant experience in Customer Success, Customer Service, Account Management, or Sales.

• Preferred experience in supporting a SaaS application.

• Strong dedication to customer success.

• Capability to grasp complex problems and articulate their sources in a straightforward manner.

• Excellent communication and presentation skills.

• Comfort in providing consultative recommendations.

• Strong time management and prioritization abilities.

• Willingness to travel up to 10%.

• Reliable internet access for remote work periods.

🏝️ Benefits

• Flexible work arrangements.

• Reliable internet access for remote work periods.

• Travel opportunities up to 10% for team and corporate meetings.

• Reasonable accommodations for applicants with disabilities.

• Comprehensive security and privacy training.