Workiva

Senior Director of Customer Success

Workiva

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $170,000 - $274,000 per year

Job Level

Senior

About the role

  • Lead CS strategy and execution for Enterprise (Majors) and Financial Services customers, ensuring consistent value delivery across highly complex, multi-stakeholder environments
  • Guide customers through platform adoption, enterprise transformation, and long-term value roadmaps aligned to business and regulatory priorities
  • In partnership with our VP of CS, serve as executive sponsor for top accounts, guiding strategy and value realization, championing long-term “art of the possible” platform vision, and actioning risk
  • Drive the strategy and governance model for renewal and retention across Enterprise and Financial Services segments, ensuring forecast accuracy, visibility, and accountability at scale
  • Design and institutionalize frameworks and processes for proactive risk detection, mitigation, and executive escalation, enabling early intervention and predictable outcomes
  • Deliver on expansion performance through a scalable, value-based engagement strategy that aligns key stakeholders on measurable business outcomes
  • Operationalize our CS vision for a standardized, proactive, outcome-driven engagement model across Enterprise and Financial Services, ensuring consistent execution of Premium and Signature Experiences
  • Champion Signature Experience with our largest, most complex customers; working in partnership with Sales leadership to develop and execute a joint strategy to achieve revenue targets
  • Leverage partnerships with Solution Success, Digital Success, and CX to identify opportunities to scale value delivery while preserving high-touch where it matters most
  • Serve as a trusted partner to Sales leadership (CRO, SVP Sales, Sales VPs) across Enterprise and Financial Services segments
  • Co-own strategic Account Planning with Sales, aligning customer value priorities, forecasting methodology, renewal strategy, and expansion opportunities
  • Lead and participate in joint executive QBRs, ensuring a unified narrative across Customer Success and Sales
  • Set the vision and lead a multi-layer Customer Success organization through strong people leadership, clear role accountability, and a culture of performance, growth, and customer impact
  • Establish clear operating cadences for renewal forecast, customer health, adoption, and risk management that drive clarity, predictability, and scale
  • Ensure consistent use of customer insights and tooling to drive proactive engagement, data-driven accountability, and consistent delivery of Premium and Signature engagements

Requirements

  • 12+ years of progressive experience in Enterprise Customer Success, Enterprise Account Management, or similar B2B SaaS leadership roles
  • Experience in B2B SaaS enterprise environments
  • Undergraduate degree or equivalent combination of education and experience in a related field
  • 8+ years of experience leading and mentoring teams, with a demonstrated ability to develop talent and scale a function
  • Deep experience leading Customer Success strategy and execution for Enterprise and Financial Services customers operating in complex, regulated environments
  • Proven success building and scaling multi-level Customer Success organizations supporting enterprise SaaS deployments, with clear retention, expansion, and adoption outcomes
  • Strong track record of collaboration with Sales and Account leadership to drive joint account planning, forecast renewals, mitigate risk, and accelerate growth across large customer portfolios
  • Demonstrated ability to build trusted, executive-level relationships with C-suite business and IT stakeholders, driving strategic alignment and measurable value realization
  • Experienced leading teams through transformation toward proactive, value-based, and lifecycle-driven engagement models, including premium or “white-glove” service experiences
  • Skilled in establishing renewal rigor and forecast accuracy to ensure predictable retention and expansion results across enterprise segments
  • Exceptional executive presence, communication, and influence, with success leading through others and uniting cross-functional teams around customer impact
  • Strong operational and analytical mindset, leveraging data and insights to balance strategic planning with scalable, high-performance execution.
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 Success strategyEnterprise Account ManagementB2B SaaSrisk managementforecasting methodologydata-driven accountabilityproactive engagementlifecycle-driven engagement modelsretention strategyexpansion strategy
Soft skills
people leadershipcollaborationexecutive presencecommunicationinfluencementoringstrategic alignmentrelationship buildinganalytical mindsetperformance culture