Senior Customer Success Manager

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

📋 Description

• Establish and maintain strong relationships with essential customer business and IT stakeholders.

• Generate Customer Sales Qualified Leads (CSQL) for the Workiva sales team.

• Assess organizational inefficiencies and assist customers in defining their business outcomes.

• Identify potential opportunities for consulting engagements with Workiva.

• Collaborate with Workiva Account teams to synchronize objectives and minimize task redundancy.

• Recognize users who are not gaining value from the Workiva Platform and implement ROI enhancement strategies.

• Facilitate self-service or virtual training sessions for new teams.

• Conduct meetings to showcase the positive business outcomes achieved by customers.

• Comprehend contract expectations and service agreement terms, ensuring timely delivery of work.

• Acquire knowledge of the Workiva Platform and its applications across different markets where Workiva operates.

• Respond swiftly to customer inquiries and connect them with the appropriate Workiva contacts.

• Oversee customer awareness and issue-resolution processes related to product tickets.

• Collaborate with onboarding teams, solution architects, and other service teams to fulfill customer expectations.

⛳️ Requirements

• Minimum of 4 years of relevant experience.

• Bachelor’s degree; an advanced degree may be accepted in place of experience.

• Preferred experience in supporting a SaaS product.

• Background in customer success, strategic account management, or sales within a B2B sales context.

• Direct experience in customer advocacy and engagement post-sales support, or relevant experience in professional services, consulting, project management, or account management roles.

• Self-driven with a strong inclination for action, results, and ongoing improvement.

• Demonstrated ability to resolve technical issues effectively.

• Outstanding organizational skills with the capability to multitask and manage several processes, programs, and procedures simultaneously under pressure to meet deadlines.

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

• Reliable internet access while working remotely.

• Employees must complete comprehensive training on security and privacy protocols.

🏝️ Benefits

• An annual discretionary bonus.

• Restricted Stock Units awarded at the time of hire.

• 401(k) matching program.

• Comprehensive benefits package for employees.

• Flexible working arrangements.

• Option to work from an office or remotely from any location within the country of employment.

• Reasonable accommodations available for applicants with disabilities.