VP of Customer Success
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Job Description
VP of Customer Success driving customer value and retention across North America for Workiva's platform. Leading engagements, guiding strategy, and scaling proactive success models while collaborating cross-functionally.
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 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.
- 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.
- Lead a team of CSMs and Success Specialists with clarity, accountability, and rigorous, structured operating cadences.
Requirements:
- 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
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