As a Customer Success Manager (CSM) at Workiva, you are a critical part of our customer-facing team. CSMs serve 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 maximise our customers' return on investment (ROI) in the Workiva 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.
What You’ll Do
Drive customer adoption of Workiva solutions and continuously demonstrate product value to your customers
Manage diverse customer needs through robust product knowledge and expertise
Consult on best practices, workflows, and management business reviews
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
Advocate for customers internally by providing continuous feedback to Workiva’s Sales, Implementation, Marketing, Product, & Engineering teams
Work with Sales to understand the details of upcoming customer renewals
Use customer management tools to track customer communication, issues, and metrics
What You'll Need
Minimum Qualifications
Undergraduate degree or equivalent combination of education and experience in a related field
2 years of related experience in Customer Success or Customer Service
Fluency in German and English
Preferred Qualifications
Experience managing customers within the Financial Services sector (Banking, Insurance, or Investment Management) is preferred
Excellent communication skills and able to demonstrate the ability to communicate at multiple levels
Evidence of successful relationship building both internally and externally
Experience supporting a SaaS application preferred
Expert observation, communication, and presentation skills with a high level of comfort delivering consultative recommendations to executives & management teams
Self-starter with the ability to manage time and prioritise competing demands
Travel Requirements & Working Conditions
Willingness to travel up to 10% for team and corporate meetings, fostering relationships and representing company interests
Reliable internet access for any period of time while working remotely, as we embrace flexible work arrangements
Workiva is an Equal Opportunity 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, gender identity, race, religion, disability status, sexual orientation, 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 talentacquisition@workiva.com.
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.