Lead Customer Success Manager

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

📋 Description

• Manage a portfolio of enterprise accounts while acting as a strategic advisor.

• Collaborate with the account executive across the entire portfolio to enhance retention, adoption, and growth.

• Develop account plans that align customer priorities and objectives with Workiva's capabilities.

• Foster relationships with business owners, finance executives, and IT representatives.

• Pinpoint growth opportunities within the platform by understanding the evolving needs of customers.

• Conduct outcome-driven business reviews.

• Utilize product usage data and health indicators to identify adoption gaps and create targeted interventions.

• Discover workflow inconsistencies and formulate enablement strategies.

• Spot expansion opportunities through whitespace analysis and provide qualified signals to the Account Executive.

• Deliver renewal forecasts, highlight potential risks, and devise mitigation strategies.

• Engage with senior stakeholders and effectively communicate business impacts.

• Prepare internal executive sponsors for critical customer discussions.

• Proactively discern risk themes and take action before customer issues arise.

• Manage escalations until resolution, coordinating across functions and maintaining communication with customers.

• Keep precise CRM records that encompass renewal timelines, stakeholder maps, health scores, risk indicators, and engagement summaries.

• Share insights and account patterns with the team and Account Executive partners.

• Coordinate efforts with Solution Success, Product Success, Data Management, and Support teams.

⛳️ Requirements

• Minimum of 6 years in B2B SaaS Customer Success, Account Management, or Consulting roles.

• Bachelor’s degree or equivalent professional experience.

• Proven history of retaining and expanding multi-stakeholder enterprise accounts over multiple renewal cycles.

• Preferred experience in the insurance industry.

• Strong commercial instincts and the ability to craft business cases that resonate with buyers.

• Proficient in navigating complex renewal discussions.

• Capable of interpreting adoption and health data to create clear account narratives and actionable plans.

• Excellent communication skills across all organizational levels.

• Experience in leading or coordinating cross-functional initiatives without direct authority.

• Strong CRM discipline.

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

• Reliable internet access for any remote work periods.

• Employees must complete comprehensive security and privacy training.

🏝️ Benefits

• A discretionary bonus typically awarded annually.

• Restricted Stock Units granted upon hire.

• 401(k) matching program.

• Comprehensive benefits package for employees.

• Flexible work arrangements, including the option to work remotely from any location within the country of employment.

• Reasonable accommodations available for applicants with disabilities.