Team Manager of Customer Success

As the Team Manager of Customer Success, you'll lead, manage and nurture a team of Customer Success Managers (CSMs). Your role revolves around ensuring team members drive customer adoption, retention, and expansion. You will offer guidance in managing accounts and workloads while serving as a mentor during challenging customer situations. As a key leader in the Customer Success domain, your responsibility extends to spearheading departmental initiatives aimed at optimizing adoption, retention, and overall customer lifetime value.

What You Will Do 

• Lead and guide a team of Customer Success Managers to drive customer retention and growth by focusing on key metrics in onboarding, product adoption, retention, growth, customer satisfaction, and outcome management

• Coach, develop, and provide feedback to CSMs, conducting performance and compensation evaluations while handling employee issues as the escalation point to management

• Scale Workiva's Customer Success organization by actively participating in hiring, onboarding, training, and fostering the development of Customer Success Managers

• Motivate and inspire the team to perform at their peak, regularly updating them with critical updates from various departments like engineering, sales, marketing, and professional services

• Drive the team toward understanding and meeting both team and company goals and metrics, ensuring continuous progress updates and keeping them informed

• Utilize tools and processes effectively to measure and enhance the team's ability to drive retention and growth while ensuring adherence to documented processes for customer information and team performance

• Maintain a customer-centric approach, managing customer retention and growth through people management, training, and mentorship, actively engaging with CSMs to define success for every customer and proactively addressing satisfaction concerns

• Collaborate with cross-functional leaders and their respective teams to achieve collective business outcomes for the territory and accounts. Driving a culture of strong teamwork and communication

What You'll Need

Minimum Qualifications 

• Bachelor’s degree in a related field - alternatively,  equivalent career experience in lieu of a degree will be considered

• 5+ years related experience in Customer Success, Account Management or a similar field

• 2+ years of direct people management experience

Preferred Qualifications 

• Fluent in written and spoken English and Mandarin, to enable effective Quarterly Business Reviews, customer communication, and partner engagement based in Greater China ( Hong Kong & Taiwan )

• Experience working in a Software as a Service (SaaS) company with a strong understanding of  SaaS platforms and business models

• Knowledge of key Workiva customer markets in Greater China (Hong Kong & Taiwan) and Southeast Asia, along with relevant business acumen

• Experience managing enterprise clients with strict SLA adherence, rapid feature turnaround, and dedicated point-of-contact service models

• Ability to thrive in a dynamic, fast-paced setting, demonstrating adaptability and personal resilience crucial for success in an evolving environment

• Exceptional customer-facing communication skills, adept at understanding and fulfilling customer needs effectively

• Possess strong problem-solving abilities, using analytical skills to devise solutions that deliver tangible business value

• Capability to lead teams within high-growth environments

• Excellent verbal and written communication skills, paired with exceptional listening abilities

Workiva is an Equal Employment Opportunity Employer.  We believe that great minds think differently.  We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation.  Employment decisions are made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status or any other protected characteristic.  

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected]. 

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.