Workiva Customer Success Managers (CSMs) are a critical part of our customer-facing team.The CSM serves as the primary point of contact for customers, managing the entire customer lifecycle by focusing on business outcomes, and identifying opportunities for growth within their named accounts post-sale.As a CSM, your primary mission will be to maximize our customers' ROI in the Wdesk platform.You will develop and maintain close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle.You will work closely with Workiva's Services team, Support team, Marketing team, and Sales team to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.
Drive customer adoption of Workiva solutions
Continuously prove ROI to your customers
Consult on best practices, workflows, and management business reviews
Develop multi-purpose relationships throughout customer organizations
Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
Record customer activity, outcomes, issues, and communication in customer management tools
Ensure customers are continuously working toward key milestones
Advocate for customers internally by providing continuous feedback to Workiva's Sales, Services, Marketing, Product, & Engineering teams
Work with sales to understand the details of upcoming renewals
Teach customers how to use the wdesk platform
Use customer management tools to track customer communication, issues, and metrics
What You'll Need
Undergraduate Degree or equivalent combination of education and experience in a related field.
2+ years of Customer Success, Customer Service, Account Management, Sales, or equivalent experience in roles with a strong focus on communication, influencing, and delivering on complex concepts.
Deeply committed to customer success - not just satisfaction
Ability to understand complex problems deeply, and explain the source of those problems simply
Analytical by nature
Knowledge of assigned customer use cases and solutions in Wdesk
Expert communication & presentation skills with a high-level of comfort delivering consultative recommendations to executives & management teams
Self-starter with ability to manage time and prioritize competing demands
Must be able to travel up to 10% annually
Working Conditions & Physical Requirements
Reliable internet access for any period of time working remotely, not in a Workiva office.
How You'll Be Rewarded
Base Pay Range in Colorado: $54,000 - $74,000
A discretionary bonus typically paid annually
Restricted Stock Units granted at time of hire
Monthly phone stipend
The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and may be above or below the range based on various factors including but not limited to relevant skills, experience, and capabilities.
Where You'll Work
Our values drive how we work and who we hire. You will see these values ingrained in how we support our customers, work with team members, build our products and in the work environment we've created.
Customer Success: Always delight our customers.
Trust: Rely on each other.
Integrity: Do the right thing, every time.
Collaboration: Share resources and work together.
Innovation: Keep creating solutions and finding better ways.
Inclusion: Support a diverse community where we all belong.
Accountability: Be responsible for your success and failure.
We believe our people are our greatest asset, and our unique culture gives employees the opportunity to make an impact everyday. We give our employees the freedom and resources they need-backed by our culture of collaboration and diverse thought-to continue innovating and breaking new ground. We hire talented people with a wide range of skills and experiences who are eager to tackle some of today's most challenging problems.
At Workiva, you'll enjoy:
Fantastic Benefits: With coverage starting day one, choose from competitive health, dental, and vision plans on the largest physician networks available.
Casual Dress: Workiva has a casual work environment, most people wear jeans to the office.
Involvement: Ability to participate in Employee Resource Groups, (Women in Tech, Women in Sales, Ethnic Diversity, Veterans, Rainbow (LGBTQ), Remote Employees, Caregiving) Volunteering, Company wide celebrations, and more
Work-life Balance: We have competitive PTO, VTO and Parental Leave. We encourage employees to spend time enjoying life outside of work.
Workiva is an Equal Employment Opportunity and Affirmative Action Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email firstname.lastname@example.org.