Lead Customer Success Manager – Public Sector

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

📋 Description

• Manage a portfolio of State, Local, and Education (SLED) governmental and higher education clients.

• Provide guidance to customers on how to align Workiva’s platform with sector-specific outcomes.

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

• Develop account strategies based on organizational structures, budget cycles, procurement methods, and strategic objectives.

• Foster relationships with department leaders, financial officers, IT executives, and elected or appointed officials.

• Recognize opportunities for platform expansion, including grant tracking and transparency initiatives.

• Conduct business reviews emphasizing audit readiness, compliance effectiveness, reporting precision, and resource management.

• Examine product usage data and health indicators to create targeted adoption strategies.

• Pose consultative questions, identify workflow deficiencies, and establish enablement plans.

• Identify growth prospects through whitespace analysis and provide qualified insights to the account executive.

• Present renewal forecasts, highlight risks, propose mitigation strategies, and navigate budget-limited commercial discussions.

• Engage with senior government and education stakeholders regarding compliance risks, audit efficiency, accountability, and mission impact.

• Prepare internal executive sponsors for critical customer discussions.

• Assess health trends, engagement indicators, and relationship dynamics to pinpoint risks.

• Oversee escalations from identification to resolution, coordinating across functions while keeping customers updated.

• Maintain precise CRM records, including renewal timelines, stakeholder maps, health scores, risk indicators, and engagement summaries.

• Share account trends and SLED-specific insights with the team and account executive collaborators.

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

⛳️ Requirements

• A minimum of 6 years in B2B SaaS Customer Success, Account Management, or Consulting, with experience managing government, higher education, or public sector accounts.

• Bachelor’s degree or equivalent professional experience.

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

• Reliable internet access for any period spent working remotely.

• Proven experience in retaining and expanding multi-stakeholder accounts over multiple renewal cycles.

• Comfort with navigating budget limitations and procurement processes.

• Familiarity with SLED purchasing mechanisms, fiscal year cycles, and the regulatory landscape.

• Capability to create business cases for government purchasers within public sector regulations.

• Proficiency in interpreting adoption and health data and converting it into account narratives and action plans.

• Strong communication abilities across various organizational levels.

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

• Discipline in CRM usage.

• Ability to complete thorough security and privacy training.

🏝️ Benefits

• An annual discretionary bonus typically awarded.

• Restricted Stock Units provided at the time of hire.

• 401(k) matching program.

• Comprehensive employee benefits package.

• Flexible work arrangements.

• Opportunity to work from an office or remotely from any location within your country of employment.

• Reasonable accommodations available for applicants with disabilities.