Workiva · 4 hours ago
VP of Customer Success, Americas
United States
Full-time
Remote
Director/Executive
$231K/yr - $300K/yr
15+ years expWorkiva is seeking a Vice President of Customer Success to drive customer value and long-term retention across their North America customer base. This strategic role will focus on building trusted relationships with C-level executives and leading the transition towards a proactive, value-centered engagement model.
AnalyticsBusiness Process Automation (BPA)Enterprise SoftwareGovernmentRisk ManagementSoftware
Responsibilities
Build trusted advisory relationships with C-suite IT and business executives, positioning Workiva as a strategic platform that modernizes and governs their end-to-end reporting, risk, sustainability, and assurance workflows
Lead strategic customer engagements, including executive business reviews, roadmap alignment sessions, and value storytelling at the enterprise level
Act as executive sponsor for top accounts, guiding strategy and value realization, championing long-term “art of the possible” platform vision, and actioning risk
Own renewal forecasting cadences and read-outs, account-level revenue health, and the portfolio-level pipeline for GRR/NRR outcomes
Establish a rigorous renewal governance model, including prediction frameworks, risk scoring, early warning signals, and monthly operational reviews
Partner with Sales (CRO, SVP Sales, SVP Growth, Renewals Mgmt) to ensure alignment on renewal strategy, value proof points, and expansion pathways
Architect and scale an engagement framework grounded in proactive lifecycle plays that improve adoption, usage depth, and long-term value
Continue to evolve the organization toward a predictive, insights-led Success model that identifies risks, opportunities, and value levers
Partner with CX and Solution Success to embed digital, 1:Many, and solution expertise pathways into the lifecycle
Guide customers in building Centers of Excellence (COE), governance frameworks, resource models, and cross-functional operating rhythms that support platform expansion
Develop value-centered roadmaps that align Workiva’s platform capabilities to enterprise transformation initiatives and multi-year business outcomes
Ensure CSMs are equipped to translate platform capabilities into measurable value narratives for both business and IT audiences
Create actionable insights and feedback loops to our Product organization from CAB, strategic customer engagements, roadmap reviews, and C360 data trends
Define and operationalize a standardized engagement catalog of included Success activities, proactive guidance, and advisory engagements
Partner with Solution Success and CX to productize monetizable Success offerings, including Premium & Signature engagements, value accelerators, workflow assessments, and strategic governance engagements
Establish clear delivery models, success criteria, staffing models, ROI frameworks, and margin targets for monetized offerings
Lead a team of CSMs and Success Specialists with clarity, accountability, and rigorous, structured operating cadences
Develop leaders through coaching, mentoring, and role clarity to build a high-performing, data-driven organization
Collaborate cross-functionally with Sales, Product, CX, and Solution Success to ensure alignment across the customer journey and feedback loops into product strategy
Establish KPIs and dashboards that measure customer value, adoption, health, and business outcomes—and use insights to drive continuous improvement
Qualification
Required
15+ years leadership in Customer Success, Services or Consulting in Enterprise SaaS or Transformation roles
Proven success driving platform adoption and enterprise business transformation across large, complex organizations
Extensive experience building and owning C-level relationships across IT, Security, Finance, Risk, and Business leadership
Expertise in designing and scaling proactive, value-driven engagement models and customer lifecycle frameworks
Strong background in renewal forecasting, portfolio risk management, and executive-level revenue governance and operational cadences
Demonstrated success creating and productizing standard and monetized Success offerings
Deep knowledge of COE/governance frameworks and the ability to guide customers in adopting them
Exceptional executive presence, change leadership skills, and cross-functional partnership and influence with Sales executives
Experience leading global teams and scaling organizations through significant transformation
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)
Recent News
2026-01-22
2026-01-07
The Motley Fool
2025-12-31
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