Principal Customer Success Manager

As a Principal Customer Success Manager, you'll own Workiva 's most strategic and complex enterprise accounts and serve as the advisor executives rely on to connect our platform to the outcomes that matter most to their business.

You'll operate as the senior-most individual contributor on the team, setting the standard for how great customer success is done at Workiva while mentoring the people around you and shaping the practices the broader organization relies on.

What You’ll Do Customer Journey & Success Planning Build and maintain a comprehensive picture of each account's organizational structure, business priorities, and long-term strategic goals, then develop multi-year account plans that connect those realities to Workiva capabilities Cultivate relationships across every stakeholder layer including business owners, finance leaders, IT contacts, and C-suite executives, as an ongoing partnership rather than a contract-driven engagement Identify platform adoption opportunities by mapping Workiva capabilities against each customer's evolving needs and priorities, anticipating where their business is headed rather than reacting to where it is today Lead Business Reviews that speak to enterprise-level outcomes: operational efficiency, compliance readiness, reporting accuracy, and business impact Platform Adoption Use product usage data and health signals to diagnose what's working and what isn't across the most complex accounts, then design targeted interventions that address the root causes of adoption gaps Ask consultative questions to uncover workflow gaps and build enablement plans that drive lasting behavior change rather than short-term usage spikes, applying a deep understanding of how enterprise teams learn and adopt new capabilities Look past the current adoption playbook to spot where it will break next: emerging use cases, shifting customer expectations, or platform capabilities the team doesn't yet have a model for driving adoption on.

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