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Customer Success Leader
2 days ago
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:
- Drive customer adoption of Workiva solutions.
- Ensure ROI to customers at the senior management level.
- Consult on best practices, workflows, and management business reviews.
- Develop multi-level relationships throughout customer organizations, serving as a trusted advisor to executives & key stakeholders.
- Identify risks and develop risk mitigation plans within high-touch 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.
- Ensure top customers are continuously working toward key milestones of the Customer Journey using customer-facing Success Plans.
- Advocate for customers internally by providing continuous feedback to Workiva's Sales, Services, Marketing, Product, & Engineering teams.
- 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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