Workiva Customer Success Managers (CSM) are a critical part of our customer-facing team. CSMs serve as the primary point of contact for customers, managing the entire customer lifecycle by focusing on business outcomes; and identifying opportunities for growth within their named accounts post-sale. As a CSM, your primary mission will be to maximize our customers return on investment (ROI) in the Workiva Platform. You will develop and maintain close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle. You will work closely with Workiva's Services team, Support team, Marketing team, and Sales team to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.

What You'll Do
Drive customer adoption of Workiva solutionsEnsure continuous ROI to your customersConsult on best practices, workflows, and management business reviewsDevelop multi-purpose relationships throughout customer organizationsIdentify risks within named accounts & take appropriate actions to manage and/or escape to an efficient resolutionEnsure all customers are continuously working toward key milestones of the Customer Journey using customer-facing Success PlansAdvocate for customers internally by providing continuous feedback to Workiva's Sales, Services, Marketing, Product, & Engineering teamsWork with Sales to understand the details of upcoming renewalsTeach customers how to use the Workiva PlatformUse customer management tools to track customer communication, issues, and metricsWhat You'll NeedMinimum QualificationsUndergraduate degree or equivalent combination of experience and education in a related field; an advanced degree may be considered in lieu of professional experience2 years of related experience (Customer Success,



Customer Service, Account Management or Sales)Preferred QualificationsExperience supporting a SaaS application preferredDeep commitment to customer success
- not just satisfactionAbility to understand complex problems and explain the source of those problems simplyStrong communication and presentation skills with a high level of comfort in delivering consultative recommendationsSelf-starter with strong time management and prioritization skillsTravel Requirements & Working ConditionsWillingness to travel up to 10% for team and corporate meetings, fostering relationships and representing company interestsReliable internet access for any period of time working remotely, as we embrace versátil work arrangementsSummaryServes as the primary post-sale point of contact for clients/customers. Uses in-depth knowledge of client industry and/or business processes, deep knowledge of the product being sold and technical expertise to drive and increase adoption and utilization of company products. Demonstrates product features beyond central functionality to help the customer achieve specific business results and maximum value from the product(s). May recommend specific solutions to achieve customer's desired result. Holds direct responsibility for identifying opportunities and closing additional revenue from assigned clients,



including upselling and cross-selling of related products; accountable for client renewal and retention results. Ensures best practices are adopted for product use. May handle escalations and coordinate across functional areas of the company, including Marketing, Sales, Professional Services, Engineering, Finance, Training, and/or Support. May or may not be on a sales incentive plan that is based on individual and/or team sales results (e.g., revenue, bookings, unit sales). This is an individual contributor role.
ScopeContributes to small team by taking ownership to deliver assigned activitiesProblem SolvingWorks on minimally ambiguous problems where solutions are often readily availableSituations typically require an evaluative review of a variety of factors to understand problemsApplies company policies, business understanding and acquired techniques to complete day-to-day assignmentsDiscretion and ImpactMinimally impacts quality of own work and the work of others on teamExercises judgment, within defined procedures; sometimes adapts practices in order to apply appropriate actionCollaboration and InteractionMay interact with high-level individual contributors and managers across multiple areasBuilds productive internal working relationships that require regular interaction across similar areasAutonomyBased on clearly defined objectives, receives general instructions on routine work, detailed guidance on new assignments; begins to independently prioritize workMay provide broad guidance to individuals in process-oriented rolesKnowledgeWorking knowledge and practical understanding of fundamental Workiva technical standards and methodsApplying professional principles, techniques, and procedures in own area of discipline; begins to take ownership of assigned activitiesTypically requires a Bache

📌 Customer Success Manager Iberia (Madrid)
🏢 Workiva
📍 Madrid