Lead Customer Success Manager

🕒 October 21

🇨🇦 Canada – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

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Workiva

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

💼 Consulting

🏥 Healthcare

📦 Logistics

💰 $689.3k Venture Round on 2014-10

Consulting • Healthcare • Logistics

Workiva is a comprehensive platform designed for corporate reporting, ESG, audit, and risk management. It offers integrated reporting solutions that connect data, unify processes, and empower teams to focus on value-added work. Over 6000 international companies trust Workiva for its ability to streamline workflows and provide a single source of truth for financial and non-financial data. The platform incorporates cutting-edge technology, including AI and automation, to enhance security and compliance with current and future regulatory requirements. Workiva's solutions are tailored to various sectors, including banking, insurance, and investments, and the platform supports teams in accounting, finance, audit, risk, and sustainability.

📋 Description

• Drive customer adoption of the Workiva platform and prove ROI at the VP or Chief Executive level • Consult on best practices, workflows, and management business reviews • Develop multi-level relationships within Workiva and customer organizations and serve as a trusted advisor • Identify and mitigate risks, forecast revenue changes in key named accounts, and address issues for efficient resolution • Record customer activity, outcomes, issues, and communication in customer management tools • Ensure customers work toward Customer Journey milestones using customer-facing Success Plans • Advocate for customers internally through feedback to Sales, Services, Marketing, Product, and Engineering teams • Manage and forecast upcoming renewal opportunities with Sales and achieve revenue retention targets • Enable customers to attain maximum value from the Workiva Platform • Drive team improvements through quarterly objectives • Lead by example and support the Customer Success team • Onboard, train, and support customers throughout their journey • Facilitate communication between internal and external stakeholders • Cultivate relationships with management sponsors and advise VPs, chief executives, and key stakeholders

🎯 Requirements

• Undergraduate degree or equivalent combination of education and experience in a related field • An advanced degree may be considered in lieu of professional experience • 6 years of related experience in Customer Success, Customer Service, Account Management, or Sales • Experience supporting a SaaS application preferred • Expertise in assigned customer use cases and solutions within a software platform • Ability to understand and simplify complex problems and solutions • Strong observation, influence, and presentation skills • Comfort delivering consultative recommendations to internal and external stakeholders • Excellent time management and prioritization abilities • Willingness to travel up to 20% for team and corporate meetings • Reliable internet access for any period of time working remotely

🏖️ Benefits

• Flexible work arrangements, with employees working from an office or remotely from any location within their country of employment • Opportunity to work remotely with reliable internet access • Team and corporate meetings • Reasonable accommodations for applicants with disabilities • Comprehensive security and privacy training tailored to employees’ roles

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