Workiva Lead Customer Success Managers (Lead CSM) play a pivotal role in ensuring customer satisfaction and platform adoption. They oversee the entire customer lifecycle, driving business outcomes, identifying growth opportunities, and ensuring value realization within our highest value named accounts.

As a Lead CSM, your main objective is to maximize our customers’ return on investment (ROI) in the Workiva Platform and to facilitate communication between internal and external stakeholders. You will cultivate close relationships with management sponsors, and serve as a strategic advisor to VPs, chief executives, and key stakeholders throughout the customer lifecycle, guiding them along the value curve and product maturity model.

You will work closely with Workiva’s Services, Support, Marketing, Sales, and internal leadership teams to ensure widespread and scalable adoption by effectively onboarding, training, and supporting customers throughout their journey.

What You’ll Do

- Drive customer adoption of the Workiva platform and prove ROI at the VP or Chief Executive level
- Consult on best practices, workflows, and management business reviews
- Develop multi-level relationships, internally and throughout customer organizations and serve as a trusted advisor




- Identify and mitigate risks, forecast revenue changes in key name accounts, and promptly address issues to ensure productive resolution
- Record customer activity, outcomes, issues, and communication in customer management tools
- Ensure all 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 and forecast a pipeline of upcoming renewal opportunities and consistently achieve revenue retention targets
- Enable customers to attain maximum value of the Workiva Platform
- Drive team improvements through quarterly objectives
- Lead by example and utilize leadership skills to benefit others in the Customer Success team

What You’ll Need

- Minimum Qualifications Undergraduate degree or equivalent combination of education and experience in a related field; an advanced degree may be considered in lieu of professional experience 6 years of related experience in Customer Success, Customer Service,

📌 Lead Customer Success Manager (British Columbia)
🏢 Workiva Canada ULC
📍 British Columbia