Lead Customer Success Manager

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

📋 Description

• Foster customer engagement with the Workiva platform and demonstrate ROI at the VP or Chief Executive level.

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

• Build multi-level relationships within both Workiva and customer organizations, acting as a trusted advisor.

• Spot and mitigate risks, predict revenue fluctuations in key named accounts, and address issues for effective resolution.

• Document customer activities, outcomes, issues, and communications in customer management tools.

• Guide customers toward achieving Customer Journey milestones utilizing customer-facing Success Plans.

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

• Manage and forecast upcoming renewal opportunities with Sales to meet revenue retention goals.

• Empower customers to derive maximum value from the Workiva Platform.

• Promote team enhancements through quarterly objectives.

• Set a positive example and provide support to the Customer Success team.

• Onboard, train, and assist customers throughout their journey.

• Facilitate communication between internal and external stakeholders.

• Nurture relationships with management sponsors and advise VPs, chief executives, and key stakeholders.

⛳️ Requirements

• Bachelor’s degree or a comparable combination of education and experience in a related field.

• An advanced degree may substitute for professional experience.

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

• Experience with a SaaS application is preferred.

• Proficiency in assigned customer use cases and solutions within a software platform.

• Capability to comprehend and simplify complex problems and solutions.

• Strong observational, influential, and presentation skills.

• Comfort in delivering consultative recommendations to both internal and external stakeholders.

• Excellent time management and prioritization skills.

• Willingness to travel up to 20% for team and corporate meetings.

• Reliable internet access for any period of remote work.

🏝️ Benefits

• Flexible work arrangements, allowing employees to work from an office or remotely from any location within their country of employment.

• Opportunity to work remotely with dependable internet access.

• Participation in team and corporate meetings.

• Reasonable accommodations for applicants with disabilities.

• Comprehensive security and privacy training tailored to employees’ roles.