Principal Customer Success Manager

🔥 46 minutes ago

🇺🇸 United States – Remote

💵 $143k - $240k / year

⏰ Full Time

🔴 Lead

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Workiva

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2008

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Workiva is a cloud-based, AI-powered platform that unifies financial reporting, risk and compliance management, and sustainability reporting. It enables teams to connect data across systems, collaborate in real time, automate reporting (including XBRL tagging), and maintain auditability and traceability for regulated disclosures and assurance processes. Workiva serves large enterprises and finance, legal, audit, and sustainability teams to accelerate reporting, improve accuracy, and reduce risk.

📋 Description

• Own Workiva's most strategic and complex enterprise accounts • Advise executives on connecting Workiva's platform to business outcomes • Serve as the senior-most individual contributor on the Customer Success team • Mentor colleagues and shape broader Customer Success practices • Build account profiles and multi-year account plans aligned with customer goals and Workiva capabilities • Cultivate relationships with business owners, finance leaders, IT contacts, and C-suite executives • Identify platform adoption opportunities and lead enterprise-level Business Reviews • Analyze product usage data and health signals to diagnose adoption gaps and design interventions • Uncover workflow gaps and build enablement plans that drive lasting behavior change • Develop frameworks for emerging use cases, changing customer expectations, and new platform capabilities • Identify expansion opportunities through whitespace analysis and provide qualified signals to Account Executives • Provide renewal forecasts, flag risks, and navigate complex commercial conversations • Engage senior stakeholders using business-focused communication • Prepare internal executive sponsors for high-stakes customer conversations • Proactively identify risk themes and own escalations through resolution • Coordinate across functions and keep customers informed • Share account insights with CPX and AE partners and develop repeatable team practices • Orchestrate specialists across Solution Success, Product Success, Data Management, Support, and other functions • Partner with CS leadership on methodology, automation, efficiency, and best practices

🎯 Requirements

• 10+ years in B2B SaaS Customer Success, Account Management, or Consulting • Bachelor's degree or equivalent experience • Track record of retaining and growing multi-stakeholder enterprise accounts across multiple renewal cycles • Experience leading difficult renewals and negotiations • Commercial instincts and ability to build compelling business cases • Ability to analyze adoption and health data and translate it into account narratives and action plans • Exceptional communication skills across organizational levels • Experience leading or coordinating cross-functional work without direct authority • Demonstrated history of developing other CS professionals • CRM discipline supporting reliable 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 paid annually • Restricted Stock Units granted at time of hire • 401(k) match • Comprehensive employee benefits package • Flexible work arrangements • Reasonable accommodations for applicants with disabilities • Comprehensive security and privacy training tailored to employees’ roles