Lead Customer Success Manager

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

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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

• Ensure customer satisfaction, retention, and platform adoption across key customer accounts • Oversee the full customer lifecycle and drive measurable business outcomes • Uncover expansion opportunities and accelerate time-to-value • Deliver advisory to senior business sponsors at critical lifecycle milestones and across high-expansion accounts • Design scalable value-reporting frameworks, executive touchpoints, and one-to-many programs to prove platform ROI • Build and optimize multi-channel digital touchpoints, including in-app guidance, automated email sequences, office hours, and webinars • Establish rules of engagement, pooled routing, and playbooks for the Digital motion across the Corporate book • Partner with Corporate Sales Leadership on community motions, expansion targets, Account Executive/CS rules of engagement, and renewal pipeline forecasting • Provide targeted strategic advisory during onboarding kickoffs, critical renewal cycles, and risk mitigations • Convert usage data, feature adoption, and digital engagement signals into qualified expansion and cross-sell leads • Design and implement one-to-many value reporting frameworks and programmatic business reviews • Serve as the regional operational bridge to US digital and scale CS leaders • Share content, automation tooling such as Gainsight and Salesforce, and customer feedback loops across regions • Advise regional CS leadership on capacity modeling and portfolio health • Mentor peers on tech-touch strategies and modern digital Customer Success practices • Advocate for customers internally with Sales, Services, Marketing, Product, and Engineering teams

🎯 Requirements

• Undergraduate degree or equivalent combination of education and experience in a related field • 6+ years of Customer Success, Account Management, or CS Operations experience in a B2B SaaS environment • Proven success managing Corporate or high-volume books of business • Experience designing, executing, or managing tech-touch, digital-first, or pooled customer success motions alongside traditional high-touch workflows • Experience supporting a SaaS application preferred • Expertise in assigned customer use cases and solutions within a software platform • Strong observation, influence, and presentation skills • Comfort delivering consultative recommendations to internal and external stakeholders • Excellent time management and prioritization abilities • Data-informed approach to evaluating portfolio ratios, designing automated customer triggers, and improving capacity without sacrificing account health • Track record acting as a strategic partner to Corporate Sales • Ability in change management • Ability to prioritize and break down complex business workflows into actionable solutions • Experience defining customer health-score triggers, segmentation, or rules of engagement • Willingness to travel up to 10% • Reliable internet access for periods of remote work

🏖️ Benefits

• Flexible work arrangements • Remote work supported with reliable internet access • Up to 10% travel for team and corporate meetings

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