Senior Lead Customer Success Manager

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

What You'll Need

Minimum Qualifications

• 8+ years in B2B SaaS Customer Success, Strategic Account Management, or Consulting
• Bachelor's degree or equivalent experience

Preferred Qualifications

• 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 accounts
• A genuine interest in mentoring others and making the team around you better

Travel Requirements & Working Conditions

• Willingness to travel up to 20% for team and corporate meetings, fostering relationships and representing company interests.
• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements.

How You’ll Be Rewarded

✅ A discretionary bonus typically paid annually

✅ Restricted Stock Units granted at time of hire

✅ 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

Why Join Workiva

Workiva is the platform designed to bring confidence, control, and a competitive edge to the world’s most complex organizations. Our AI-powered platform unifies finance, risk, and sustainability on a single, secure foundation—ensuring data is trusted, traceable, and ready to act on. With an unbroken path from source to output, leaders gain confidence in their numbers, visibility into current and emerging risks, and the ability to move with speed and precision in a constantly changing world.

At Workiva, you’ll bring technology to market that executives, boards, and regulators depend on. The work you do here helps organizations navigate uncertainty, maintain trust, and make decisions that stand up to scrutiny. If you’re energized by meaningful challenges, inspired by collaborative teams, and motivated to help organizations turn uncertainty into advantage, we’d love to meet you.

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 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.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.