Principal Customer Success Manager

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

📋 Description

• Manage Workiva's most critical and intricate enterprise accounts.

• Guide executives in linking Workiva's platform to their business outcomes.

• Act as the leading individual contributor within the Customer Success team.

• Mentor team members and influence wider Customer Success practices.

• Create account profiles and long-term account strategies that align with customer objectives and Workiva's capabilities.

• Foster relationships with business owners, finance executives, IT stakeholders, and C-suite leaders.

• Spot platform adoption opportunities and conduct enterprise-level Business Reviews.

• Evaluate product usage data and health indicators to identify adoption gaps and devise interventions.

• Discover workflow deficiencies and develop enablement plans that promote sustainable behavioral changes.

• Formulate frameworks to address emerging use cases, evolving customer expectations, and new platform features.

• Identify growth opportunities through whitespace analysis and provide qualified insights to Account Executives.

• Offer renewal projections, identify risks, and navigate intricate commercial discussions.

• Communicate with senior stakeholders using business-oriented language.

• Prepare internal executive sponsors for high-stakes conversations with customers.

• Proactively recognize risk trends and manage escalations until resolved.

• Collaborate across various functions and keep customers updated.

• Share account insights with CPX and AE partners while establishing repeatable team practices.

• Coordinate specialists from Solution Success, Product Success, Data Management, Support, and other departments.

• Collaborate with Customer Success leadership on methodologies, automation, efficiency, and best practices.

⛳️ Requirements

• Over 10 years of experience in B2B SaaS Customer Success, Account Management, or Consulting.

• Bachelor's degree or equivalent professional experience.

• Proven success in retaining and expanding multi-stakeholder enterprise accounts through multiple renewal cycles.

• Experience in managing challenging renewals and negotiations.

• Strong commercial instincts and the ability to create persuasive business cases.

• Capability to analyze adoption and health data and transform it into account stories and action plans.

• Outstanding communication skills at all organizational levels.

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

• A solid history of mentoring other Customer Success professionals.

• Proficiency in CRM systems to support accurate forecasts, visibility, and account transferability.

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

• Reliable internet access while working remotely.

• Ability to work remotely from any location within the employee's country of employment.

🏝️ Benefits

• A discretionary bonus typically awarded annually.

• Restricted Stock Units granted upon hiring.

• 401(k) matching program.

• Comprehensive employee benefits package.

• Flexible work arrangements available.

• Reasonable accommodations provided for applicants with disabilities.

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