Workiva · 3 days ago
Senior Director of Customer Success
United States
Full-time
Hybrid
Director/Executive
$170K/yr - $274K/yr
12+ years expWorkiva is seeking a strategic, execution-oriented Senior Director of Customer Success to lead their Enterprise and Financial Services Customer Success teams. This role is responsible for delivering proactive customer engagements and driving predictable renewal outcomes while partnering closely with Sales leadership to accelerate growth.
AnalyticsBusiness Process Automation (BPA)Enterprise SoftwareGovernmentRisk ManagementSoftware
Responsibilities
Lead CS strategy and execution for Enterprise (Majors) and Financial Services customers, ensuring consistent value delivery across highly complex, multi-stakeholder environments
Guide customers through platform adoption, enterprise transformation, and long-term value roadmaps aligned to business and regulatory priorities
In partnership with our VP of CS, serve as executive sponsor for top accounts, guiding strategy and value realization, championing long-term “art of the possible” platform vision, and actioning risk
Drive the strategy and governance model for renewal and retention across Enterprise and Financial Services segments, ensuring forecast accuracy, visibility, and accountability at scale
Design and institutionalize frameworks and processes for proactive risk detection, mitigation, and executive escalation, enabling early intervention and predictable outcomes
Deliver on expansion performance through a scalable, value-based engagement strategy that aligns key stakeholders on measurable business outcomes
Operationalize our CS vision for a standardized, proactive, outcome-driven engagement model across Enterprise and Financial Services, ensuring consistent execution of Premium and Signature Experiences
Champion Signature Experience with our largest, most complex customers; working in partnership with Sales leadership to develop and execute a joint strategy to achieve revenue targets
Leverage partnerships with Solution Success, Digital Success, and CX to identify opportunities to scale value delivery while preserving high-touch where it matters most
Serve as a trusted partner to Sales leadership (CRO, SVP Sales, Sales VPs) across Enterprise and Financial Services segments
Co-own strategic Account Planning with Sales, aligning customer value priorities, forecasting methodology, renewal strategy, and expansion opportunities
Lead and participate in joint executive QBRs, ensuring a unified narrative across Customer Success and Sales
Set the vision and lead a multi-layer Customer Success organization through strong people leadership, clear role accountability, and a culture of performance, growth, and customer impact
Establish clear operating cadences for renewal forecast, customer health, adoption and risk management that drive clarity, predictability, and scale
Ensure consistent use of customer insights and tooling to drive proactive engagement, data-driven accountability, and consistent delivery of Premium and Signature engagements
Qualification
Required
12+ years of progressive experience in Enterprise Customer Success, Enterprise Account Management, or similar B2B SaaS leadership roles
Experience in B2B SaaS enterprise environments
Undergraduate degree or equivalent combination of education and experience in a related field
Preferred
8+ years of experience leading and mentoring teams, with a demonstrated ability to develop talent and scale a function
Deep experience leading Customer Success strategy and execution for Enterprise and Financial Services customers operating in complex, regulated environments
Proven success building and scaling multi-level Customer Success organizations supporting enterprise SaaS deployments, with clear retention, expansion, and adoption outcomes
Strong track record of collaboration with Sales and Account leadership to drive joint account planning, forecast renewals, mitigate risk, and accelerate growth across large customer portfolios
Demonstrated ability to build trusted, executive-level relationships with C-suite business and IT stakeholders, driving strategic alignment and measurable value realization
Experienced leading teams through transformation toward proactive, value-based, and lifecycle-driven engagement models, including premium or 'white-glove' service experiences
Skilled in establishing renewal rigor and forecast accuracy to ensure predictable retention and expansion results across enterprise segments
Exceptional executive presence, communication, and influence, with success leading through others and uniting cross-functional teams around customer impact
Strong operational and analytical mindset, leveraging data and insights to balance strategic planning with scalable, high-performance execution
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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