Solution Success Manager (Platform & Emerging)
Posted Updated
Description
- As a Solution Success Manager, Platform & Emerging at Workiva, you serve as a pivotal expert bridging the gap between platform capabilities and strategic customer value. Your core mission is to accelerate customer time to value by acting as a definitive solution authority who designs and executes scalable, one to many adoption and value realisation programs
- By translating deep functional expertise into tangible business outcomes, you will guide customers along their maturity journey, provide technical enablement to CSMs, and influence the product roadmap to drive greater self-service adoption and overall solution health. The scope of this role will focus on Platform and Emerging Solutions
- Act as a key internal advisor to navigate complex customer challenges and opportunities to accelerate time to value and sustained solution health
- Translate functional solution mastery into tangible business outcomes, ensuring customers connect platform execution to their business strategy
- Help evolve and refine our internal Solution Success operating model by continuously utilising, refining, and providing feedback on standard artefacts, playbooks, and engagement methodologies
- Design and deliver one-to-many enablement programs—such as expert-led office hours, specialised webinars, and targeted content—to address customer needs at scale
- Partner with Product and Engineering to identify friction points, advocate for platform improvements, and champion self-service features
- Collaborate across Customer & Partner Experience and Product to advise on scalable expertise, tools, and best practices to be operationalised by CSMs and embedded in digital channels
- Serve as a primary voice of the customer, synthesising high-value solution feedback to help influence product priorities
- Collaborate directly with Product Management to influence the roadmap, driving platform enhancements that deliver better user experiences and faster adoption
- Develop internal training and enablement content to empower the broader team, reducing dependence on ad-hoc 1:1 support
- 4+ years of progressive experience in a specialised, customer-facing technical role (e.g., Solution Architect, Technical Consultant, Technical Customer Success Manager)
- Undergraduate degree or equivalent experience in a technical, business, or related field
- Track record of creating and delivering technical training content
- Exceptional executive communication skills (written and verbal) with the ability to influence cross-functional stakeholders across CPX, Sales, Product, and Engineering
- A passionate, tenacious self-starter who is driven to achieve long-term customer value and exhibits a high level of comfort working in ambiguity
- Proven track record in designing and leading scalable enablement programs or digital transformation initiatives
- Reliable internet access for any period of working remotely
- Ability to travel up to 15% annually for customer and internal strategic meetings