Lead Customer Success Manager driving Workiva platform adoption, customer value, renewals, and ROI. Advising Canadian enterprise executives for Workiva’s AI - powered finance, risk, and sustainability platform.
About the role
- Enterprise Customer Success Manager guiding onboarding, adoption, and value realization for high-value enterprise customers. Driving retention and expansion through strategic account management and data insights.
Responsibilities
- Develop and execute customer success plans aligned to business goals, use cases, and desired outcomes
- Lead onboarding and adoption initiatives to accelerate time-to-value and deepen product utilization
- Build understanding of customer workflows, priorities, and KPIs to guide solution usage
- Build and maintain relationships with key stakeholders across business and technical teams
- Lead regular business reviews (QBRs) and customer touchpoints
- Act as a trusted advisor by identifying challenges and recommending solutions
- Partner with Sales and Account teams to identify expansion opportunities and support account growth
- Monitor account health, identify risks, and execute mitigation strategies to support retention
- Contribute to renewal planning by reinforcing value realization and aligning future goals
- Collaborate with Product, Support, and Services teams to resolve issues and improve customer experience
- Provide structured customer feedback to inform product improvements and roadmap discussions
- Improve internal processes and playbooks that scale Customer Success efforts
- Analyze usage data, adoption trends, and KPIs to identify risks and opportunities
- Deliver actionable data-based insights and recommendations to customers
- Support customers in measuring ROI and business impact from solutions
Requirements
- Bachelor’s degree or equivalent experience required
- 5–7+ years of Customer Success, Account Management, or related experience
- Experience managing mid-to-large enterprise or complex accounts
- Strong communication and presentation skills, with experience engaging multiple stakeholder levels
- Ability to translate customer goals into actionable success plans
- Proficiency with tools such as Salesforce, Gainsight, or similar platforms
- Demonstrated ability to drive adoption, retention, and customer satisfaction
- Self-starter who can manage multiple accounts and priorities with moderate autonomy
- Background in Media & Entertainment or familiarity with content creation workflows is a plus
Benefits
- Full-time employment
- Remote work options in Massachusetts or Canada
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