Customer Success Manager

Customer Success Manager, Japan
Our Customer Success Managers are the point of contact for customers, managing the entire customer lifecycle by focusing on business outcomes and identifying opportunities for growth within their named accounts post-sale. As a CSM, your primary mission will be to maximize our customers' return on investment (ROI) in the Workiva Platform. You will develop and maintain close relationships with management, product adoption sponsors, and/or key stakeholders throughout the customer lifecycle. You'll work closely with Workiva's Services team, Support team, Marketing team, and Sales team to drive adoption by ensuring customers are effectively onboarded, trained, and supported throughout the customer journey.
What You'll Do

• Strategize and execute plans to defend and grow a Book of Business in a new and growing market
• Drive customer adoption of Workiva solutions
• Ensure continuous ROI to our customers
• Consult on best practices, workflows, and management business reviews to align with customers' business outcomes
• Develop multi-purpose relationships throughout customer organizations
• Identify risks within named accounts & take appropriate actions to manage and/or escalate to an efficient resolution
• Ensure all customers are continuously working towards 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
• Use customer management tools to track customer communication, issues, and metrics

What You'll Need
Minimum Qualifications

• Bachelor's degree; an advanced degree may be considered in lieu of professional experience
• 2 years of related experience (Customer Success, Consultant, Account Management or Sales)

Preferred Qualifications

• Proficiency in both English and Japanese is required due to the need to communicate with our customers in Japan.
• Experience supporting a SaaS application is preferred but not a must.
• Deep commitment to customer success, not just satisfaction, is expected.
• Ability to understand complex problems and explain the source of those problems simply is required.
• Strong communication and presentation skills with a high level of comfort in delivering consultative recommendations are necessary.
• The ideal candidate should also be a self-starter with strong time management and prioritization skills.

Workiva is an Equal Employment 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, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression genetic information, marital status, citizenship status 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.
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