Senior Manager of Customer Success - Enterprise

As a Senior Manager of Enterprise Customer Success at Workiva, you'll hold a critical leadership position shaping a high-performing team of Enterprise Customer Success Managers (ECSMs) in EMEA, while serving as a key leader for Workiva's Signature Experience offering. You'll be responsible for driving customer adoption, retention, and growth across our most strategic enterprise accounts, leading the regional execution of Signature Experience, and maximizing customer lifetime value.

What You'll Do

• Lead and Inspire: Steer a dedicated EMEA Enterprise CSM team (ECSM) focused on delivering exceptional customer retention, adoption, and growth outcomes for strategic accounts.
• Develop Talent: Coach and mentor ECSMs to excel in pivotal metrics such as onboarding, adoption, retention, satisfaction, and outcome management. Your guidance will empower them to become trusted advisors to our customers.
• Performance Management: Provide constructive feedback and manage performance evaluations, ensuring each team member can navigate challenging customer situations effectively.
• Enhance Key Metrics: Coach the team to produce best-in-class onboarding, adoption, retention, growth, satisfaction, and outcome management.
• Signature Experience Leadership: Own the execution and adoption of the Signature Experience motion in EMEA, partnering with GTM and CPX teams to pitch, commercialize, and deliver high-touch, value-driven offerings to enterprise clients.
• Strategic Growth Initiatives: Play a key role in scaling Workiva's Customer Success organization through strategic hiring, comprehensive onboarding, and ongoing training programs that cultivate ECSM expertise.
• Cross-Departmental Collaboration: Drive close alignment across Sales, CPX, Product, Marketing, and Partner leadership to co-sell, refine entitlements, and deliver an integrated enterprise customer journey.
• Enhance Team Efficiency: Implement tools and processes designed to boost the team's capacity for retention and growth, fostering an environment of continuous improvement.
• Customer-Centric Focus: Engage closely with CSMs to accurately identify positive business outcomes and define success for every customer. Your leadership will ensure that we proactively address customer satisfaction concerns before they **escalate**.
• Churn Prevention Leadership: Act as the primary contact for escalated customer issues, leading efforts to prevent churn and ensuring our customers receive the highest level of support.
• Team Builder Mentality: Build out a new team and Customer Journey from scratch hitting key deliverables to drive further investment.

What You'll Need

Minimum Qualifications

• 8+ years of related experience in Enterprise Customer Success, Customer Service, Account Management, SaaS or Sales
• 3+ years of direct people management experience preferred, including supervisory experience of supervisor and/or individual contributors
• Undergraduate degree or equivalent knowledge and career experience

Preferred Qualifications

• Experience building out, scaling, or commercializing premium/enterprise customer success offerings (such as Signature Experience) and new team structures in a SaaS environment.
• Exceptional customer-facing communication and interpersonal skills; adept at understanding and fulfilling customer needs
• Evidence of strong problem-solving and analytical skills to drive valuable solutions and decisions
• Strong time management, multitasking, and deadline-oriented approach to managing multiple projects simultaneously

Travel Requirements and Working Conditions

• 20% travel for customer and internal meetings
• Reliable internet access for any period of time working remotely and not in a Workiva office

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. 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 pro

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