Director of Scaled Customer Success

Core responsibilities:

• 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
• Establish scalable processes and playbooks that increase Customer Success Managers (CSM) productivity and operational consistency
• Manage and coach a team of CSMs and Team Managers operating in mid-touch, low-touch, and pooled engagement models

This role creates positive change by designing and operationalizing an insights-driven, digital-first engagement model that accelerates adoption, reduces risk, and delivers measurable value at scale across thousands of customers, supporting predictable, efficient retention and growth.

Required 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
• 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

Compensation and benefits:

• Salary range in the US: $143,000.00 - $230,000.00
• A discretionary bonus typically paid annually
• Restricted Stock Units granted at time of hire
• 401(k) match and comprehensive employee benefits package
• Workiva supports employees in working where they work best - either from an office or remotely from any location within their country of employment

Workiva is a company that provides solutions for business reporting and compliance, with employees required to undergo comprehensive security and privacy training tailored to their roles to ensure adherence to company policies and regulatory standards.