Customer Success Manager

4 days ago

London, Greater London, United Kingdom Workiva Full time £50,000 - £80,000 per year

As a
Customer Success Manager (CSM)
at Workiva, you are a critical part of our customer-facing team. CSMs serve as the primary point of contact for customers, managing the entire customer lifecycle by focusing on business outcomes and identifying opportunities for growth within their named accounts post-sale. As a CSM, your primary mission will be to maximise our customers' return on investment (ROI) in the Workiva Platform. You will develop and maintain close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle. You will work closely with Workiva's Services team, Support team, Marketing team, and Sales team to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.

What You'll Do

  • Drive customer adoption of Workiva solutions and continuously demonstrate product value to your customers
  • Manage diverse customer needs through robust product knowledge and expertise
  • Consult on best practices, workflows, and management business reviews
  • Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
  • Record customer activity, outcomes, issues, and communication in customer management tools
  • Advocate for customers internally by providing continuous feedback to Workiva's Sales, Implementation, Marketing, Product, & Engineering teams
  • Work with Sales to understand the details of upcoming customer renewals
  • Use customer management tools to track customer communication, issues, and metrics

What You'll Need
Minimum Qualifications

  • Undergraduate degree or equivalent combination of education and experience in a related field
  • 2 years of related experience in Customer Success, Customer Service, Account Management, or Sales

Preferred Qualifications

  • Excellent communication skills and able to demonstrate the ability to communicate at multiple levels
  • Evidence of successful relationship building both internally and externally
  • Experience supporting a SaaS application preferred
  • Expert observation, communication, and presentation skills with a high level of comfort delivering consultative recommendations to executives & management teams
  • Self-starter with the ability to manage time and prioritise competing demands
  • Experience using Gainsight or other CRM tools

Travel Requirements & Working Conditions

  • Willingness to travel up to 10% for team and corporate meetings, fostering relationships and representing company interests
  • Reliable internet access for any period of time while working remotely, as we embrace flexible work arrangements

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 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

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.

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