Lead a team of employees to deliver customer retention and growth
Coach and develop Customer Success Managers (CSMs) to excel in key metrics: onboarding, adoption, retention, growth, satisfaction, and outcome management
Mentor, coach, and provide feedback to the team, while also managing performance and compensation evaluations, and addressing escalated employee issues
Play a major role in scaling Workiva's Customer Success organisation through hiring, onboarding, training, and developing CSMs
Update team with critical, cross-departmental updates from Engineering, Sales, Marketing, Professional Services and other groups
Employ tools and processes to boost team capacity for retention and growth
Ensure CSMs adhere to processes, maintaining visibility into customer information and team performance
Engage with CSMs to ensure they are accurately identifying the required business outcomes and determining the definition of "success" for every customer
Continuously monitor customers to be proactive in the remediation of customer satisfaction concerns
Prevent customer churn and lead escalations with CSMs, serving as the point of contact for raising customer issues to management
Requirements
2+ years of direct people management experience, including supervisory experience of supervisors and/or individual contributors
5 years of related experience in Customer Success, Customer Service, Account Management, or Sales
Fluency in English & Spanish
Adaptable and flexible with the ability to work successfully in a fast-paced environment
Additional Fluency in Italian
Exceptional customer-facing communication and interpersonal skills; adept at understanding and fulfilling customer needs
Strong problem solving and analytical skills to drive valuable solutions and decisions
Strong time management, multitasking, and deadline-oriented approach to managing multiple projects simultaneously
Travel Requirements and Working Conditions
Willingness to travel, with less than 20% travel expected for team and corporate meetings, contributing to building strong relationships and representing the company's interests
Reliable internet access for any period of time while working remotely, as we embrace flexible work arrangements
Why Join Workiva
Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com .
Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.
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Benefits
Remote work optionsFlexible schedule
Additional Information
The Team Manager of Customer Success plays a pivotal role in guiding and cultivating a team of Customer Success Managers, ensuring they excel in driving customer adoption, retention, and growth. As a mentor and leader, they provide support through challenging customer situations, while also spearheading strategic initiatives aimed at maximising overall customer lifetime value.
Workiva · Madrid, Spain