Lead Customer Success Manager

Job description

As a Lead Customer Success Manager, you'll own a portfolio of enterprise accounts and serve as the advisor your customers rely on to connect Workiva's platform to the outcomes that matter most to their business. You'll operate in partnership with the account executive across your full book, driving retention, adoption, and growth with the discipline and commercial fluency this role demands. What You’ll Do Customer Journey & Success Planning Build and maintain a clear picture of each account's organizational structure, business priorities, and strategic goals, then develop account plans that connect those realities to Workiva capabilities Cultivate relationships across multiple stakeholder layers including business owners, finance leaders, and IT contacts, as an ongoing partnership rather than a contract-driven engagement Identify platform growth opportunities by mapping Workiva capabilities against each customer's evolving needs and priorities Lead Business Reviews that speak to customer outcomes: operational efficiency, compliance readiness, reporting accuracy, and business impact rather than generic feature recaps Platform Adoption Use product usage data and health signals to diagnose what's working and what isn't, then design targeted interventions that address the root causes of adoption gaps Ask consultative questions to uncover workflow gaps and build enablement plans that drive lasting behavior change rather than short-term usage spikes Sales Collaboration Identify expansion opportunities through structured whitespace analysis and bring well-qualified signals to your AE with a clear business case Provide renewal forecasts well ahead of deadlines, flag risk early with a mitigation plan attached, and navigate commercial conversations with confidence Executive Presence Engage consistently with senior-level stakeholders and communicate in terms that resonate with business leaders: operational risk, efficiency, compliance confidence, and measurable impact Equip internal executive sponsors with the necessary context before high-stakes customer conversations Risk & Issue Resolution Identify risk themes by analyzing health trends, engagement signals, and relationship dynamics proactively, and act before issues surface with customers Own escalations from identification through resolution: document the root cause, coordinate across functions, and keep the customer informed throughout Operational Excellence Keep CRM records accurate and current, including renewal timelines, stakeholder maps, health scores, risk flags, and engagement recaps Share account patterns and insights with your team and AE partners to build collective knowledge of what works across your segment Act as the connective tissue for your account: bring in Solution Success, Product Success, Data Management, and Support at the right moment, so specialist engagement feels seamless to the customer What You'll Need Minimum Qualifications 6+ years in B2B SaaS Customer Success, Account Management, or Consulting Bachelor’s degree or equivalent experience Preferred Qualifications A track record of retaining and growing multi-stakeholder enterprise accounts across multiple renewal cycles Insurance industry experience, preferred Commercial instincts and the ability to build a business case that resonates with buyers and navigate complex renewal conversations The ability to read adoption and health data, identify what matters, and translate it into a clear account narrative and action plan Strong communication skills across organizational levels, from end users to department leaders to executive sponsors Experience leading or coordinating cross-functional work without direct authority, bringing together the right people across Sales, Support, Product, and other teams to drive outcomes for your accounts CRM discipline that makes your forecasts reliable, your work visible, and your accounts transferable Travel Requirements & Working Conditions Willingness to travel up to 20% for team and corporate meetings, fostering relationships and representing company interests Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements How You’ll Be Rewarded ✅ Salary range in the US: $93,000.00 - $165,000.00 ✅ A discretionary bonus typically paid annually ✅ Restricted Stock Units granted at time of hire ✅ 401(k) match and comprehensive employee benefits package The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors. 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. Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other protected characteristic. Workiva is committed to working with and providing reasonable accommodations