Product Success Manager

The Product Success Manager (PSM) serves as a primary influencer in the definition and execution of product adoption and growth success motions at Workiva. In this role, you’ll work directly with customers to enhance their overall experience with the product and make them successful reference customers. In close collaboration with the customer’s overall success team (Customer Success, Support and Product), you’ll monitor customer satisfaction, deliver customer programs, and act as the liaison between customer and product teams.

In this role, your focus will be on Workiva’s solutions for Financial Reporting (FR). To succeed in this role, you’ll support customers post-onboarding and work cross-functionally with our Sales, Support, Implementation and Partner teams for successful platform deployment.

What You’ll Do

• Work across internal Workiva teams to address customer needs within the Workiva platform including platform setup and technical troubleshooting

• Analyse and anticipate the likelihood of customer solution renewal and help the Customer Success team manage risks to mitigate churn

• Interpret, analyse and understand Customer Satisfaction Score (CSAT) and Net Promoter Score (NPS) and work on strategies to improve this across EMEA.

• Be an excellent representative of the Customer Success team alongside Product Development to ensure  our development will add value to the customer 

• Work with global  Product Success teams to ensure best in class Product Success knowledge and processes

• Work on the enablement of Customer Success  and ensure they can deliver meaningful value our customers

• Train the Customer Success team on the benefits of new product releases

What You'll Need

Minimum Qualifications

• 4+ years of related career experience in Customer Success, Product Management, Professional Services or similar in a software organization - preferably SaaS

• Undergraduate degree or equivalent combination of relevant career experience and expertise

Preferred Qualifications 

• Knowledge of connected data ecosystems and connected reporting workflows

• Proven experience with product enablement and measurable long-term customer success

• Experience of using data to drive customer engagement towards business outcomes and value realisation

• Excellent verbal and written communication skills, including the ability to chair sessions and host webinars.

• Previous experience of working within Financial Reporting products or solutions

Travel Requirements & Working Conditions

• Up to 10% travel for customer and internal events

• Reliable internet access for any period of time working remotely and not in a Workiva office