Senior Lead Customer Success Manager

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

📋 Description

• Develop and uphold account organization, objectives, strategic priorities, and long-term account plans.

• Foster relationships with C-suite executives and VPs while conducting impactful Business Reviews.

• Align Workiva's offerings with customer agendas and pinpoint whitespace opportunities.

• Leverage adoption data and health indicators to identify challenges and create targeted solutions.

• Identify workflow gaps and implement enablement strategies that promote sustainable behavior change.

• Spot expansion opportunities and present compelling business cases to Account Executives.

• Manage renewal forecasts, highlight risks, and facilitate commercial discussions.

• Articulate business risks, efficiency, and strategic implications to executive stakeholders.

• Prepare internal executive sponsors for critical customer discussions.

• Handle escalations through root-cause analysis, cross-functional collaboration, and effective customer communication.

• Guide CSMs on territory management, stakeholder engagement, and commercial strategies.

• Contribute to the development of team-wide playbooks and tools.

• Provide data-driven insights to Product and GTM teams.

⛳️ Requirements

• 8+ years of experience in B2B SaaS Customer Success, Strategic Account Management, or Consulting.

• Bachelor's degree or equivalent professional experience.

• Proven ability to retain and grow complex, multi-stakeholder enterprise accounts across various renewal cycles.

• Experience in identifying and qualifying expansion opportunities in collaboration with a sales partner.

• Strong executive presence at the C-suite level.

• Capability to analyze data and translate it into a clear narrative that prompts action.

• Proficiency in CRM practices and dependable forecasting.

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

• Openness to mentoring others.

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

• Reliable internet access for remote work periods.

🏝️ Benefits

• A discretionary annual bonus.

• Restricted Stock Units granted upon hiring.

• 401(k) matching contributions.

• Comprehensive employee benefits package.

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

• Reasonable accommodations provided for applicants with disabilities.

• Up to 20% travel required for team and corporate meetings.