workiva
Senior Lead Customer Success Manager
- Compensation
- Not disclosed
- Location
- USA - Remote
- Work setup
- Remote
- Seniority
- Lead
- Employment
- Not specified
- Experience
- 8+ years
- Category
- Customer success
- Posted
Must have
- 8+ years in B2B SaaS Customer Success, Strategic Account Management, or Consulting
- Bachelor's degree or equivalent experience
Nice to have
- A track record of retaining and growing complex, multi-stakeholder enterprise accounts across multiple renewal cycles
- Sharp commercial instincts and experience identifying and qualifying expansion opportunities alongside a sales partner
- Executive presence that earns trust at the C-suite level and holds up in high-stakes conversations
- The ability to read data, find the signal, and turn it into a clear story that drives action
- CRM discipline that makes your forecasts reliable, your work visible, and your accounts transferable
- Experience leading or coordinating cross-functional work without direct authority, bringing together the right people across Sales, Support, Product, and other teams to drive outcomes for your account
- A genuine interest in mentoring others and making the team around you better
Full description
As a Senior Lead Customer Success Manager, you'll own some of Workiva's most strategic enterprise relationships and be the advisor your customers rely on to connect our platform to outcomes that matter. Beyond your accounts, you'll help shape how great CS is done at Workiva by mentoring the CSMs around you and contributing to the practices that make the whole team better.
What You’ll Do
Customer Journey & Success Planning
- Build and maintain a clear picture of each account's organization, goals, and strategic priorities, and develop multi-year account plans that connect those priorities to Workiva capabilities
- Cultivate C-suite and VP relationships as an ongoing partnership, not just at renewal time, and run Business Reviews that tell a story about impact rather than a recap of features
- Map our full portfolio against each customer's agenda to identify where Workiva can do more, and keep account plans current with whitespace opportunities and clear next steps
Platform Adoption
- Use adoption data and health signals to diagnose what's working and what isn't, then design targeted interventions that address root causes
- Ask consultative questions to uncover workflow gaps and build enablement that drives lasting behavior change, not just short-term usage
Sales Collaboration
- Identify expansion opportunities through structured whitespace analysis and bring them to your AE with a clear business case, not just a product suggestion
- Maintain a reliable renewal forecast well ahead of deadlines, flag risk early with a mitigation plan attached, and navigate commercial conversations with confidence
Executive Presence
- Stay consistently engaged with VP- and C-level stakeholders and communicate in terms of business risk, efficiency, and strategic impact
- Prepare internal executive sponsors with the context they need before every high-stakes customer conversation
Risk & Issue Resolution
- Catch problems before your customers do by reading health trends, engagement signals, and relationship dynamics proactively
- Own escalations from identification through resolution: document the root cause, coordinate across functions, and keep the customer informed throughout
Organizational Excellence & Mentorship
- Mentor fellow CSMs on territory management, stakeholder strategy, and commercial thinking, and share your approaches so others can learn from your experience
- Contribute to team-wide playbooks and tools that make strong execution repeatable across the organization
- Synthesize patterns across your accounts into specific, evidence-backed input that helps Product and GTM teams make better decisions