Senior Lead Customer Success Manager

As a Senior Lead Customer Success Manager, you'll own some of Workiva 's most strategic enterprise relationships and be the advisor your customers rely on to connect our platform to outcomes that matter. Beyond your accounts, you'll help shape how great CS is done at Workiva by mentoring the CSMs around you and contributing to the practices that make the whole team better. What You’ll Do Customer Journey & Success Planning Build and maintain a clear picture of each account's organization, goals, and strategic priorities, and develop multi-year account plans that connect those priorities to Workiva capabilities Cultivate C-suite and VP relationships as an ongoing partnership, not just at renewal time, and run Business Reviews that tell a story about impact rather than a recap of features Map our full portfolio against each customer's agenda to identify where Workiva can do more, and keep account plans current with whitespace opportunities and clear next steps Platform Adoption Use adoption data and health signals to diagnose what's working and what isn't, then design targeted interventions that address root causes Ask consultative questions to uncover workflow gaps and build enablement that drives lasting behavior change, not just short-term usage Sales Collaboration Identify expansion opportunities through structured whitespace analysis and bring them to your AE with a clear business case, not just a product suggestion Maintain a reliable renewal forecast well ahead of de