Senior Manager of Customer Success (Enterprise)
Posted Updated
Description
- 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
- 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
- 3+ years of direct people management experience preferred, including supervisory experience of supervisor and/or individual contributors
- 8+ years of related experience in Enterprise Customer Success, Customer Service, Account Management, SaaS or Sales
- Undergraduate degree or equivalent knowledge and career experience
- Reliable internet access for any period of time working remotely and not in a Workiva office
- 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