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 solutions
Ensure continuous ROI to your customers
Consult on best practices, workflows, and management business reviews
Develop multi-purpose relationships throughout customer organizations
Identify risks within named accounts & take appropriate actions to manage and/or escape to an efficient resolution
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 understand the details of upcoming renewals
Teach customers how to use the Workiva Platform
Use customer management tools to track customer communication, issues, and metrics
What You'll Need
Minimum Qualifications




Undergraduate degree or equivalent combination of experience and education in a related field; an advanced degree may be considered in lieu of professional experience
2 years of related experience (Customer Success, Customer Service, Account Management or Sales)
Preferred Qualifications
Experience supporting a SaaS application preferred
Deep commitment to customer success - not just satisfaction
Ability to understand complex problems and explain the source of those problems simply
Strong communication and presentation skills with a high level of comfort in delivering consultative recommendations
Self-starter with strong time management and prioritization skills
Travel Requirements & Working Conditions
Willingness to travel up to 10% for team and corporate meetings, fostering relationships and representing company interests
Reliable internet access for any period of time working remotely, as we embrace adaptable work arrangements
Summary
Serves 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.
Scope
Contributes to small team by taking ownership to deliver assigned activities
Problem Solving
Works on minimally ambiguous problems where solutions are often readily available
Situations typically require an evaluative review of a variety of factors to understand problems
Applies company policies, business understanding and acquired techniques to complete day-to-day assignments
Discretion and Impact
Minimally impacts quality of own work and the work of others on team
Exercises judgment, within defined procedures; sometimes adapts practices in order to apply appropriate action
Collaboration and Interaction
May interact with high-level individual contributors and managers across multiple areas
Builds productive internal working relationships that require regular interaction across similar areas
Autonomy
Based on clearly defined objectives, receives general instructions on routine work, detailed guidance on new assignments; begins to independently prioritize work
May provide broad guidance to individuals in process-oriented roles
Knowledge
Working knowledge and practical understandi

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