Application Guide

How to Apply for Director of Scaled Customer Success

at Workiva

🏢 About Workiva

Workiva specializes in integrated ESG reporting, helping companies transparently communicate their climate impact and compliance efforts. Unlike generic SaaS platforms, Workiva focuses specifically on the growing ESG regulatory landscape, positioning itself at the intersection of technology and sustainability. This makes it an ideal workplace for professionals passionate about environmental impact and corporate transparency.

About This Role

As Director of Scaled Customer Success at Workiva, you'll lead customer success for the Corporate (SMB) segment, designing proactive engagement models that blend automation with targeted human touch. You'll establish scalable processes and playbooks to increase CSM productivity while managing a team operating in mid-touch, low-touch, and pooled engagement models. This role is impactful because it directly influences how SMB clients achieve ESG compliance and reporting success through efficient, scalable customer engagement.

💡 A Day in the Life

A typical day involves analyzing customer engagement data to optimize scaled programs, coaching CSMs and team managers on pooled account strategies, and designing automation workflows for proactive customer touchpoints. You'll collaborate with product teams on feature adoption for SMB clients while refining playbooks that ensure consistent customer experiences across the Corporate segment.

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Interview Prep

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🎯 Who Workiva Is Looking For

  • Has 10+ years in B2B SaaS customer success leadership with specific experience in scaled or pooled models for SMB segments
  • Demonstrates proven ability to build insights-driven engagement models combining automation, 1:many programming, and targeted human touch
  • Possesses 5+ years of team leadership experience with a track record of developing talent and scaling customer success functions
  • Understands the unique challenges of ESG reporting and compliance in the corporate/SMB space

📝 Tips for Applying to Workiva

1

Quantify your experience with scaled customer success metrics - specifically mention automation adoption rates, CSM productivity improvements, and SMB retention numbers from previous roles

2

Highlight any ESG, sustainability, or compliance industry experience, even if tangential, since Workiva operates in this specific niche

3

Describe your approach to designing blended engagement models - be specific about how you've balanced automation with human touch in previous scaled programs

4

Include examples of playbooks or processes you've created to increase operational consistency in pooled CSM teams

5

Research Workiva's specific ESG reporting solutions and mention how you would approach customer success for their Corporate segment

✉️ What to Emphasize in Your Cover Letter

['Your experience building or leading scaled/pooled customer success models specifically for SMB segments', "Examples of how you've designed insights-driven engagement models that blend automation with human touch", 'Your approach to developing talent and scaling customer success functions in a B2B SaaS environment', "Why you're specifically interested in Workiva's ESG reporting focus and how your experience aligns with their mission"]

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🔍 Research Before Applying

To stand out, make sure you've researched:

  • → Workiva's specific ESG reporting solutions and how they differ from competitors
  • → Recent ESG regulations affecting SMB corporations (like SEC climate disclosure rules)
  • → Workiva's customer case studies, particularly for SMB/Corporate segment clients
  • → The company's recent earnings calls or investor presentations to understand business priorities

💬 Prepare for These Interview Topics

Based on this role, you may be asked about:

1 Walk me through how you would design a scaled engagement model for Workiva's Corporate SMB segment
2 How would you measure success and ROI for a pooled CSM team operating in mid-touch and low-touch models?
3 Describe your experience with ESG or compliance-related customer success challenges
4 How would you balance automation with human touch in customer engagement for regulated industries?
5 What metrics would you track to demonstrate the impact of your customer success programs on SMB retention and expansion?
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⚠️ Common Mistakes to Avoid

  • Focusing only on enterprise customer success experience without addressing SMB/scaled model specifics
  • Generic customer success philosophy without concrete examples of automation, 1:many programming, or pooled team management
  • Failing to demonstrate understanding of Workiva's specific ESG reporting niche and compliance focus

📅 Application Timeline

This position is open until filled. However, we recommend applying as soon as possible as roles at mission-driven organizations tend to fill quickly.

Typical hiring timeline:

1

Application Review

1-2 weeks

2

Initial Screening

Phone call or written assessment

3

Interviews

1-2 rounds, usually virtual

✓

Offer

Congratulations!

Ready to Apply?

Good luck with your application to Workiva!

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