As a Senior Customer Success Architect (CSA) at Workiva, you will be a driving force behind our commitment to customer and partner success. Your primary focus will be collaborating closely with valued partners and our shared customers to craft impactful early-lifecycle experiences that foster lasting success for all involved. As a strategic thinker, you will proactively identify opportunities for innovation and optimization, working hand-in-hand with cross-functional teams to implement solutions that drive customer satisfaction and loyalty. Your passion for customer success and deep understanding of Workiva's offerings will enable you to provide strategic guidance to customers and partners, maximizing the value they derive from our solutions.

What You'll Do

• Drive customer adoption of Workiva solutions
• Demonstrate strong value of Workiva's platform to your customers at the Senior Management level
• Consult on best practices, workflows, and management business reviews
• Develop multi-level relationships throughout customer organizations, serve as a trusted advisor to executives & key stakeholders
• Identify risks and develop risk mitigation plans within high touch named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
• Record customer activity, outcomes, issues, and communication in customer management tools
• Ensure top customers are continuously working toward key milestones of the Customer Journey using customer facing Success Plans
• Advocate for customers internally by providing continuous feedback to Workiva's Sales, Services, Marketing, Product, & Engineering teams
• Work with Sales to manage a pipeline of upcoming renewal opportunities & consistently achieve revenue retention targets
• Enable customers to use the Workiva Platform to achieve technology goals and maximize return on investment

What You'll Need

Minimum Qualifications

• Undergraduate degree or equivalent combination of education and experience in a related field
• 4+ years of related experience in Customer Success, Customer Service, Account Management, or Sales
• Fluency in both English and German

Preferred Qualifications

• Experience supporting a SaaS application preferred
• Deeply committed to customer success - not just satisfaction
• Ability to understand complex problems deeply and explain potential solutions simply
• Expert observation, communication, and presentation skills with a high-level of comfort delivering consultative recommendations to executives & management teams
• Self-starter with ability to manage time and prioritize competing demands
• Working knowledge of Audit or Governance, Risk & Compliance (GRC) space or with related subject matter

Travel Requirements and Working Conditions

• Willingness to travel up to 15% for team, corporate and customer meetings
• Reliable internet access for any period of time working remotely, as we embrace flexible work arrangements

Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation. Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email [email protected].

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.