Workiva

Director of Customer Success

Workiva

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $143,000 - $230,000 per year

Job Level

Lead

About the role

  • Lead Customer Success for the Corporate (SMB) segment, spanning scaled programs and a pooled CSM team
  • Design an insights-driven, proactive engagement model blending automation, 1:many programming, and targeted human touch
  • Segment customers based on growth potential, lifecycle signals, product adoption, and risk to ensure the right-touch motion
  • Establish scalable processes and playbooks that increase Customer Success Managers (CSM) productivity and operational consistency
  • Design and implement structured lifecycle plays for onboarding, adoption, and value realization across a 1:many portfolio
  • Lead the delivery of outcome-based engagements such as webinars, office hours, and product clinics to maximize customer reach
  • Partner with Digital Success to deploy automated multi-channel campaigns and define triggers for proactive outreach
  • Collaborate with Solution Success to integrate functional expertise into workflow accelerators and best-practice content
  • Establish early-warning signals and automated risk identification to proactively improve retention outcomes
  • Build mechanisms to uncover expansion potential and deliver customer success qualified referrals (CSQRs) in alignment with Sales
  • Own and optimize dashboards, metrics, and KPIs related to scaled engagement, adoption, and segment health
  • Manage and coach a team of CSMs and Team Managers operating in mid-touch, low-touch, and pooled engagement models
  • Foster a culture of data-driven experimentation to continuously improve scaled success effectiveness
  • Provide strategic insights on customer trends and product adoption to leadership and cross-functional partners

Requirements

  • 10+ years of progressive experience in Customer Success, Digital Success, scaled Customer Success, or similar B2B SaaS leadership roles
  • Undergraduate degree or equivalent combination of education and experience in a related field
  • 5+ years of experience leading and mentoring teams, with a demonstrated ability to develop talent and scale a function
  • Proven experience building or leading a scaled/pooled Customer Success model across SMB/Corporate segments
  • Deep knowledge of digital engagement motions: automated campaigns, in-app engagement, digital journeys, webinars, and product-led programs
  • Strong understanding of customer lifecycle design, segmentation, tech-touch plays, and outcome-based engagement
  • Experience partnering cross-functionally with Sales, Marketing, Support, Enablement, Digital, and Product teams
  • Familiarity with Gainsight, digital engagement platforms, automation tools, and customer health analytics
  • Exceptional communication, people leadership, and operational rigor
  • Comfortable operating in a fast-paced, high-growth SaaS environment with evolving customer needs.
Benefits
  • A discretionary bonus typically paid annually
  • Restricted Stock Units granted at time of hire
  • 401(k) match and comprehensive employee benefits package

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer successdigital successscaled customer successcustomer lifecycle designsegmentationautomated campaignsin-app engagementdigital journeysoutcome-based engagementcustomer health analytics
Soft skills
communicationpeople leadershipoperational rigormentoringstrategic insightsdata-driven experimentationcollaborationcoachingteam managementadaptability