Director of Scaled Customer Success

Workiva is seeking a Director of Scaled Customer Success (CS) to lead our customer engagement motion across the Corporate (SMB) segment, scaled and pooled Customer Success team. This leader will design and operationalize an insights-driven, digital-first engagement model that blends tech-touch, automation, 1:many programs, and targeted human interaction to accelerate adoption, reduce risk, and deliver measurable value at scale. The Director will partner with leaders across Customer Success, Digital Success, and Solution Success to drive consistent outcomes across thousands of customers and support predictable, efficient retention and growth.

What You’ll Do

• Lead Customer Success for the Corporate (SMB) segment, spanning scaled programs and a pooled CSM team

• Design an insights-driven, proactive engagement model blending automation, 1:many programming, and targeted human touch

• Segment customers based on growth potential, lifecycle signals, product adoption, and risk to ensure the right-touch motion

• Establish scalable processes and playbooks that increase Customer Success Managers (CSM) productivity and operational consistency

• Design and implement structured lifecycle plays for onboarding, adoption, and value realization across a 1:many portfolio

• Lead the delivery of outcome-based engagements such as webinars, office hours, and product clinics to maximize customer reach

• Partner with Digital Success to deploy automated multi-channel campaigns and define triggers for proactive outreach

• Collaborate with Solution Success to integrate functional expertise into workflow accelerators and best-practice content

• Establish early-warning signals and automated risk identification to proactively improve retention outcomes

• Build mechanisms to uncover expansion potential and deliver customer success qualified referrals (CSQRs) in alignment with Sales

• Own and optimize dashboards, metrics, and KPIs related to scaled engagement, adoption, and segment health

• Manage and coach a team of CSMs and Team Managers operating in mid-touch, low-touch, and pooled engagement models

• Foster a culture of data-driven experimentation to continuously improve scaled success effectiveness

• Provide strategic insights on customer trends and product adoption to leadership and cross-functional partners

What You'll Need

Minimum Qualifications

• 10+ years of progressive experience in Customer Success, Digital Success, scaled Customer Success, or similar B2B SaaS leadership roles

• Undergraduate degree or equivalent combination of education and experience in a related field

Preferred Qualifications

• 5+ years of experience leading and mentoring teams, with a demonstrated ability to develop talent and scale a function

• Proven experience building or leading a scaled/pooled Customer Success model across SMB/Corporate segments

• Deep knowledge of digital engagement motions: automated campaigns, in-app engagement, digital journeys, webinars, and product-led programs

• Strong understanding of customer lifecycle design, segmentation, tech-touch plays, and outcome-based engagement

• Experience partnering cross-functionally with Sales, Marketing, Support, Enablement, Digital, and Product teams

• Familiarity with Gainsight, digital engagement platforms, automation tools, and customer health analytics

• Exceptional communication, people leadership, and operational rigor

• Comfortable operating in a fast-paced, high-growth SaaS environment with evolving customer needs

Travel Requirements & Working Conditions

• 25% travel for customer and internal meetings

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

How You’ll Be Rewarded

✅ A discretionary bonus typically paid annually

✅ Restricted Stock Units granted at time of hire

✅ 401(k) match and comprehensive employee benefits package

The salary range represents the low and high end of the salary range for this job in the US. Minimums and maximums may vary based on location. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience and other relevant factors.

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.

Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment.