Senior Director of Customer Success

Enterprise and Financial Services Customer Leadership

• Lead CS strategy and execution for Enterprise (Majors) and Financial Services customers, ensuring consistent value delivery across highly complex, multi-stakeholder environments
• Guide customers through platform adoption, enterprise transformation, and long-term value roadmaps aligned to business and regulatory priorities
• In partnership with our VP of CS, serve as executive sponsor for top accounts, guiding strategy and value realization, championing long-term platform vision, and actioning risk

Renewal and Risk Accountability

• Drive the strategy and governance model for renewal and retention across Enterprise and Financial Services segments, ensuring forecast accuracy, visibility, and accountability at scale
• Design and institutionalize frameworks and processes for proactive risk detection, mitigation, and executive escalation, enabling early intervention and predictable outcomes
• Deliver on expansion performance through a scalable, value-based engagement strategy that aligns key stakeholders on measurable business outcomes

Proactive, Outcome-based Engagement Model

• Operationalize our CS vision for a standardized, proactive, outcome-driven engagement model across Enterprise and Financial Services, ensuring consistent execution of Premium and Signature Experiences
• Champion Signature Experience with our largest, most complex customers; working in partnership with Sales leadership to develop and execute a joint strategy to achieve revenue targets
• Leverage partnerships with Solution Success, Digital Success, and CX to identify opportunities to scale value delivery while preserving high-touch where it matters most

Strategic Sales Partnership and Alignment

• Serve as a trusted partner to Sales leadership across Enterprise and Financial Services segments
• Co-own strategic Account Planning with Sales, aligning customer value priorities, forecasting methodology, renewal strategy, and expansion opportunities
• Lead and participate in joint executive QBRs, ensuring a unified narrative across Customer Success and Sales

People Leadership and Operational Excellence

• Set the vision and lead a multi-layer Customer Success organization through strong people leadership, clear role accountability, and a culture of performance, growth, and customer impact
• Establish clear operating cadences for renewal forecast, customer health, adoption and risk management that drive clarity, predictability, and scale
• Ensure consistent use of customer insights and tooling to drive proactive engagement, data-driven accountability, and consistent delivery of Premium and Signature engagements

This role creates positive change by ensuring enterprise customers achieve meaningful business outcomes through platform adoption and transformation, driving customer retention and growth while strengthening executive partnerships.

Minimum Qualifications

• 12+ years of progressive experience in Enterprise Customer Success, Enterprise Account Management, or similar B2B SaaS leadership roles
• Experience in B2B SaaS enterprise environments
• Undergraduate degree or equivalent combination of education and experience in a related field

Preferred Qualifications

• 8+ years of experience leading and mentoring teams, with a demonstrated ability to develop talent and scale a function
• Deep experience leading Customer Success strategy and execution for Enterprise and Financial Services customers operating in complex, regulated environments
• Proven success building and scaling multi-level Customer Success organizations supporting enterprise SaaS deployments, with clear retention, expansion, and adoption outcomes
• Strong track record of collaboration with Sales and Account leadership to drive joint account planning, forecast renewals, mitigate risk, and accelerate growth across large customer portfolios
• Demonstrated ability to build trusted, executive-level relationships with C-suite business and IT stakeholders, driving strategic alignment and measurable value realization
• Experienced leading teams through transformation toward proactive, value-based, and lifecycle-driven engagement models, including premium or white-glove service experiences
• Skilled in establishing renewal rigor and forecast accuracy to ensure predictable retention and expansion results across enterprise segments
• Exceptional executive presence, communication, and influence, with success leading through others and uniting cross-functional teams around customer impact
• Strong operational and analytical mindset, leveraging data and insights to balance strategic planning with scalable, high-performance execution

✅ Salary range in the US: $170,000.00 - $274,000.00

✅ 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 a platform for enterprise customers, with a focus on regulated environments and financial services, supporting employees in working remotely or from offices.