Client Success Manager responsible for driving client satisfaction in investment banking. Collaborating with internal teams to enhance client adoption, retention, and success.
About the role
- Customer Success Architect enhancing customer and partner success through collaboration and strategic guidance in SaaS context. Defining business outcomes and optimizing onboarding processes.
Responsibilities
- Customer Onboarding and Early Engagement: Collaborate closely with customers and partners to define key business outcomes (PBOs) and success metrics, facilitating quick wins and showcasing the value of Workiva from the start
- Customer Success Strategy: Develop and execute Customer Success Plans that ensure customers achieve key milestones early in the journey. Leverage playbooks to ensure consistency across customer engagements
- Strategic Guidance and Partner Collaboration: With partner-led implementations, build and maintain strong relationships with partners, ensuring alignment with customer success objectives and facilitating smooth coordination between internal teams
- Cross-Functional Collaboration: Advocate for customers internally by working with Workiva teams (Partner experience, Solution consulting, Customer Success, Professional Services) to enhance customer experiences
- Customer Graduation to CSM: Work closely with customers to assess their readiness to transition to a CSM, ensuring smooth handoffs and continuous engagement post-onboarding. Create structured documentation and transition materials for downstream CSMs, reducing friction and duplication of effort
- Customer Advocacy: Identify risks and proactively take appropriate actions to manage and/or escalate to an efficient resolution
- Record keeping and Data: Maintain accurate records in customer engagement tools (e.g., Salesforce, Gainsight) to ensure visibility and continuity across the customer journey
Requirements
- Undergraduate degree or equivalent combination of education and experience in Consulting, Engagement Management, Delivery Management, Account Management, or related fields
- 2+ years of related experience in Customer Success, Implementation or Professional Services within a SaaS environment
- Fluency in Italian and English
- Experience with enterprise SaaS platforms, particularly those involving workflow automation or regulatory reporting
- Proven track record managing onboarding projects or delivery engagements, ideally involving or through partners
- Strong business acumen and ability to quickly understand complex business processes, particularly in connected reporting, data visualisation or complex data solutions
- Expert observation, communication, and presentation skills with a high level of comfort and ability to convey complex concepts clearly
- Proven experience delivering consultative guidance to customers, including executive stakeholders, to drive business value
- Experience operating in a matrixed environment with distributed teams and multiple stakeholders
- Strong time management skills and the ability to prioritise multiple initiatives effectively.
- A data-driven mindset, with the ability to analyse customer metrics and adjust strategies accordingly
- Ability to work in ambiguous environments and demonstrate flexibility in problem-solving
- Strong consultative skills, with experience delivering recommendations that drive business outcomes
- Deeply committed to customer success - not just satisfaction.
- Must be able to travel up to 10% annually for customer and internal meetings.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Job title
Job type
Experience level
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Not specified
Degree requirement
Location requirements
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