Workiva · 1 day ago
Director of Scaled Customer Success
United States
Full-time
Hybrid
Director/Executive
$143K/yr - $230K/yr
10+ years expWorkiva is seeking a Director of Scaled Customer Success to lead their customer engagement motion across the Corporate (SMB) segment. This role involves designing and operationalizing a digital-first engagement model to enhance customer adoption, reduce risk, and ensure consistent outcomes across thousands of customers.
AnalyticsBusiness Process Automation (BPA)Enterprise SoftwareGovernmentRisk ManagementSoftware
Responsibilities
Lead Customer Success for the Corporate (SMB) segment, spanning scaled programs and a pooled CSM team
Design an insights-driven, proactive engagement model blending automation, 1:many programming, and targeted human touch
Segment customers based on growth potential, lifecycle signals, product adoption, and risk to ensure the right-touch motion
Establish scalable processes and playbooks that increase Customer Success Managers (CSM) productivity and operational consistency
Design and implement structured lifecycle plays for onboarding, adoption, and value realization across a 1:many portfolio
Lead the delivery of outcome-based engagements such as webinars, office hours, and product clinics to maximize customer reach
Partner with Digital Success to deploy automated multi-channel campaigns and define triggers for proactive outreach
Collaborate with Solution Success to integrate functional expertise into workflow accelerators and best-practice content
Establish early-warning signals and automated risk identification to proactively improve retention outcomes
Build mechanisms to uncover expansion potential and deliver customer success qualified referrals (CSQRs) in alignment with Sales
Own and optimize dashboards, metrics, and KPIs related to scaled engagement, adoption, and segment health
Manage and coach a team of CSMs and Team Managers operating in mid-touch, low-touch, and pooled engagement models
Foster a culture of data-driven experimentation to continuously improve scaled success effectiveness
Provide strategic insights on customer trends and product adoption to leadership and cross-functional partners
Qualification
Required
10+ years of progressive experience in Customer Success, Digital Success, scaled Customer Success, or similar B2B SaaS leadership roles
Undergraduate degree or equivalent combination of education and experience in a related field
Preferred
5+ years of experience leading and mentoring teams, with a demonstrated ability to develop talent and scale a function
Proven experience building or leading a scaled/pooled Customer Success model across SMB/Corporate segments
Deep knowledge of digital engagement motions: automated campaigns, in-app engagement, digital journeys, webinars, and product-led programs
Strong understanding of customer lifecycle design, segmentation, tech-touch plays, and outcome-based engagement
Experience partnering cross-functionally with Sales, Marketing, Support, Enablement, Digital, and Product teams
Familiarity with Gainsight, digital engagement platforms, automation tools, and customer health analytics
Exceptional communication, people leadership, and operational rigor
Comfortable operating in a fast-paced, high-growth SaaS environment with evolving customer needs
Benefits
A discretionary bonus typically paid annually
Restricted Stock Units granted at time of hire
401(k) match and comprehensive employee benefits package
Company
Workiva
Workiva created Wdesk, a cloud-based platform for enterprises to collect, manage, report, and analyze critical business data in real time.
1001-5000 employees
H1B Sponsorship
Workiva has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (3)
2023 (1)
2022 (3)
2021 (1)
2020 (5)
Funding
Current Stage
Public CompanyTotal Funding
$680.58MKey Investors
Bluestem Capital
2023-08-14Post Ipo Debt· $625M
2014-12-12IPO
2014-10-17Series Unknown· $0.69M
Leadership Team
Julie Iskow
President & CEO
Penny Ashley Lawrence
SVP, CPX (Customer & Partner Experience)
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