Senior Customer Success Manager
Core
Building strategic partnerships with business and IT stakeholders to drive platform adoption, mitigate risk, and ensure customer retention and growth.
Role type
Senior Customer Success Manager (B2B SaaS)
Builds
Customer success outcomes, adoption plans, and strategic partnerships for Workiva's finance, risk, and sustainability platform.
Domain
Financial reporting, risk management, and sustainability technology (SaaS)
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Stakeholder management, lead generation, organizational efficiency evaluation, contract management, training facilitation, issue resolution, cross-functional collaboration
Preferred skills
SaaS product support, strategic account management, B2B sales, professional services, consultancy, project management
Technologies
Workiva Platform
Responsibilities
Build relationships with key customer business and IT stakeholders; Generate leads for the sales team; Evaluate organizational inefficiencies to define business outcomes; Identify opportunities for consulting on setups; Develop relationships with Account teams; Identify users not seeing value and execute ROI plans; Facilitate training for new teams; Conduct meetings to demonstrate business outcomes; Ensure contract terms are met and deliverables are on time; Learn the platform and market usage; Answer inquiries and route to appropriate experts; Manage ticket resolution practices; Engage with onboarding and solution architects.
Seniority
Senior, hands-on IC