The Team Manager of Customer Success plays a pivotal role in guiding and cultivating a team of Customer Success Managers, ensuring they excel in driving customer adoption, retention, and growth. As a mentor and leader, they provide support through challenging customer situations, while also spearheading strategic initiatives aimed at maximising overall customer lifetime value.

What You’ll Do
- Lead a team of employees to deliver customer retention and growth
- Coach and develop Customer Success Managers (CSMs) to excel in key metrics: onboarding, adoption, retention, growth, satisfaction, and outcome management
- Mentor, coach, and provide feedback to the team, while also managing performance and compensation evaluations, and addressing escalated employee issues
- Play a major role in scaling Workiva's Customer Success organisation through hiring, onboarding, training, and developing CSMs
- Update team with critical, cross-departmental updates from Engineering, Sales, Marketing, Professional Services and other groups




- Employ tools and processes to boost team capacity for retention and growth
- Ensure CSMs adhere to processes, maintaining visibility into customer information and team performance
- Engage with CSMs to ensure they are accurately identifying the required business outcomes and determining the definition of "success" for every customer
- Continuously monitor customers to be proactive in the remediation of customer satisfaction concerns
- Prevent customer churn and lead escalations with CSMs, serving as the point of contact for raising customer issues to management

What You'll Need

Minimum Qualifications
- 2+ years of direct people management experience, including supervisory experience of supervisors and/or individual contributors
- 5 years of related experience in Customer Success, Customer Service, Account Management, or Sales
- Fluency in English & Spanish

Preferred Qualifications
- Adaptable and adaptable with the ability to work successfully in a

📌 Team Manager Customer Success (Madrid)
🏢 Workiva Spain
📍 Madrid