Senior Manager of Customer Success – Enterprise

Overview

In this leadership role, you guide a Customer Relationship Management – Customer Success team to deepen post-sales relationships and drive product adoption. You shape the strategic direction of the Customer Success function, partnering with cross-functional teams to meet business goals. You focus on expanding revenue through upsell, cross-sell, and renewals while ensuring client retention. You work with senior leaders to translate strategy into scalable, people-centric processes and coaching. This is an impactful leadership opportunity at Workiva to accelerate customer value and business outcomes.

Responsibilities

• Lead and manage multiple Customer Success teams, ensuring adoption and utilization of Workiva products
• Identify opportunities for expansion and oversee upsell/cross-sell to assigned clients, plus renewals and retention efforts
• Develop and communicate the strategic direction for the Customer Success function and its processes
• Recruit, develop, and evaluate talent; provide coaching and performance management for teams and managers
• Collaborate with senior functional managers and cross-functional teams to align customer outcomes with company goals
• Ensure sub-function policies drive consistent, high-quality customer outcomes and scalable operations

Key requirements

• Experience as a manager of Customer Success or related teams at director level or above
• Bachelor’s degree preferred, with alternative combinations as per company standards; 8+ years related experience for Bachelor path, 6+ years for Master, or 4+ years for PhD
• Minimum 3 years of direct people management experience preferred
• Proven track record in driving adoption, revenue expansion, and renewal outcomes
• Ability to manage ambiguous problems and influence senior stakeholders

• collaboration
• influence and persuasion
• strategic thinking
• adaptability
• communication skills

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