Customer Success Leader

2 days ago


Stockholm, Stockholm, Sweden TN Sweden Full time
Senior Customer Success Manager

The role of Senior Customer Success Manager is vital to our customer-facing team.

As the primary contact, you will manage the entire customer lifecycle, focusing on business outcomes and growth opportunities in high-value named accounts post-sale.

Key Responsibilities:

  1. Drive customer adoption of Workiva solutions.
  2. Ensure ROI to customers at the senior management level.
  3. Consult on best practices, workflows, and management business reviews.
  4. Develop multi-level relationships throughout customer organizations, serving as a trusted advisor to executives & key stakeholders.
  5. Identify risks and develop risk mitigation plans within high-touch named accounts & take appropriate actions to manage and/or escalate to an efficient resolution.
  6. Record customer activity, outcomes, issues, and communication in customer management tools.
  7. Ensure top customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans.
  8. Advocate for customers internally by providing continuous feedback to Workiva's Sales, Services, Marketing, Product, & Engineering teams.
  9. Work with Sales to manage a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets.

Requirements:

  • Undergraduate degree or equivalent combination of education and experience in a related field; an advanced degree may be considered in lieu of professional experience.
  • 4 years of related experience in Customer Success, Customer Service, Account Management, or Sales.
  • Fluency in both English and Finnish.


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