Customer Success Architect - Italian Speaker

As a 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 optimisation, 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, maximising the value they derive from our solutions.

What You’ll Do

• Collaborate closely with customers and partners to define key business outcomes and success metrics, facilitating quick wins and showcasing the value of Workiva from the start

• Develop and execute Customer Success Plans that ensure customers achieve key milestones early in the journey. Leverage playbooks to ensure consistency across customer engagements

• Collaboration on partner-led implementations, build and maintain strong relationships with partners, ensuring alignment with customer success objectives and facilitating smooth coordination between internal teams

• Advocate for customers internally by working with Workiva teams (Partner experience, Solution consulting, Customer Success, Professional Services) to enhance customer experiences

• Work closely with customers to assess their readiness to transition to a CSM, ensuring smooth handoffs and continuous engagement post-onboarding. Create structured documentation and transition materials for downstream CSMs, reducing friction and duplication of effort

• Identify risks and proactively take appropriate actions to manage and/or escalate to an efficient resolution

• Maintain accurate records in customer engagement tools (e.g., Salesforce, Gainsight) to ensure visibility and continuity across the customer journey

What You’ll Need

Minimum Qualifications

• Undergraduate degree or equivalent combination of education and experience in Consulting, Engagement Management, Delivery Management, Account Management, or related fields

• 2+ years of related experience in Customer Success, Implementation or Professional Services within a SaaS environment

• Fluency in Italian and English

Preferred Qualifications 

• Experience with enterprise SaaS platforms, particularly those involving workflow automation or regulatory reporting

• Proven track record managing onboarding projects or delivery engagements, ideally involving or through partners

• Strong business acumen and ability to quickly understand complex business processes, particularly in connected reporting, data visualisation or complex data solutions

• Expert observation, communication, and presentation skills with a high level of comfort and ability to convey complex concepts clearly

• Proven experience delivering consultative guidance to customers, including executive stakeholders, to drive business value

• Experience operating in a matrixed environment with distributed teams and multiple stakeholders 

• Strong time management skills and the ability to prioritise multiple initiatives effectively.

• A data-driven mindset, with the ability to analyse customer metrics and adjust strategies accordingly

• Ability to work in ambiguous environments and demonstrate flexibility in problem-solving

• Strong consultative skills, with experience delivering recommendations that drive business outcomes

• Deeply committed to customer success - not just satisfaction

Travel Requirement & Working Conditions

• Must be able to travel up to 10% annually for customer and internal meetings

• Reliable internet access for any period working remotely, not in a Workiva office