Senior Manager of Customer Success

As a Senior Manager of Customer Success, you’ll be responsible for managing the Iberia & Emerging Markets Customer Success Team in EMEA. Ensuring our Customers get the best experience, understand best practice and continue to grow with Workiva.

What You’ll Do

You will manage a team of Customer Success individuals focussed on our Spanish, Portuguese,  Italian and Emerging Markets, who build post-sales relationships with customers to drive and increase adoption and utilisation of Workiva’s products. 

• Manage the identification of opportunities from assigned clients, including upselling and cross-selling of related products/services, client renewal and retention results. 

• Provide both management and subject matter leadership

• Lead the strategic development of the Iberis and Emerging Markets Customer Success function, addressing business requirements and goals

• Select, develop, and evaluate personnel to ensure the efficient operation of the function.

• Lead the strategy and direction of our Customer Journey for our Iberia & Emerging Markets Customers

• Enable the CSMs and develop strategies to delight our customers

• Exercise independent judgment in methods, techniques, and evaluation criteria for obtaining results with our Customers.

• Stay aware of regional market differentiators, adapting message and style to drive results

• People management responsibility including hiring, departures, annual performance and pay reviews

• Continuously share your experience across the team

• Play a key role in the GTM Strategy of the assigned markets

What You’ll Need

Minimum Qualifications 

• 8+ years of related experience in Customer Success, Account Management, Sales, Marketing or other GTM roles

• 5+ years of people and team leadership experience

• Undergraduate degree or equivalent knowledge and career experience

• Fluency in Spanish 

Preferred Qualifications

• Experienced manager with advanced knowledge in GTM strategies and delivering on them

• Excellent communication skills and able to demonstrate the ability to communicate at multiple levels

• Evidence of successful relationship building both internally and externally

• A track record of developing people

• A track record of delivering results against targets

• Skills in data analysis and summarizing data to deliver clear action plans

• Alignment to Workiva Values

Travel Requirements & Working Conditions

• 30% travel for customer and internal meetings 

• Reliable internet access for any period of time working remotely and not in a Workiva office