Customer Success Manager – Governance, Risk and Compliance (GRC)

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

📋 Description

• Act as the main point of contact for customers throughout their lifecycle.

• Oversee named accounts after the sale, concentrating on achieving business outcomes.

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

• Build and nurture relationships with management, product adoption advocates, and essential stakeholders.

• Partner with Services, Support, Marketing, and Sales teams to promote adoption.

• Facilitate customer adoption of Workiva solutions.

• Ensure ongoing customer ROI.

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

• Establish versatile relationships throughout customer organizations.

• Recognize risks within named accounts and manage or escalate them to resolution.

• Guide customers towards Customer Journey milestones using customer-facing Success Plans.

• Advocate for customers internally and relay feedback to Sales, Services, Marketing, Product, and Engineering.

• Collaborate with Sales to understand upcoming renewals.

• Educate customers on utilizing the Workiva Platform.

• Monitor customer communications, issues, and metrics through customer management tools.

⛳️ Requirements

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

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

• Experience with a SaaS application is preferred.

• Strong dedication to customer success.

• Ability to comprehend complex issues and articulate their origins clearly.

• Excellent communication and presentation abilities.

• Comfort in providing consultative recommendations.

• Strong skills in time management and prioritization.

• Willingness to travel up to 10% for team and corporate meetings.

• Reliable internet access when working remotely.

• Must be authorized to work in the U.S. on a permanent basis.

• Must complete comprehensive security and privacy training tailored to the role.

🏝️ Benefits

• A discretionary bonus typically awarded annually.

• Restricted Stock Units granted at the time of hire.

• 401(k) matching.

• Comprehensive employee benefits package.

• Flexible work arrangements.

• Reasonable accommodations for applicants with disabilities.

• Security and privacy training customized to employees’ roles.