Principal Customer Success Manager

Workiva

. Own Workiva's most strategic and complex enterprise accounts .

Posted 9/18/2026full-timeRemote • United StatesLead💰 $143,000 - $240,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in B2B SaaS Customer Success, focusing on account management, stakeholder engagement, and data analysis to drive platform adoption and business outcomes. Proven ability to mentor teams, lead complex negotiations, and develop strategic account plans aligned with customer goals.

Highest-signal resume keywords

B2B SaaS Customer SuccessAccount ManagementData AnalysisStakeholder EngagementCross-Functional Coordination

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account PlanningRenewal ForecastingAdoption AnalysisCommercial NegotiationWorkflow Gap AnalysisBusiness Case DevelopmentCRM DisciplineRisk ManagementBehavior Change EnablementWhitespace Analysis

Soft Skills

Exceptional CommunicationMentoringRelationship BuildingProblem SolvingTeam Collaboration

Certifications & Qualifications

Bachelor's Degree or Equivalent Experience

Industry Keywords

Enterprise AccountsC-Suite EngagementCustomer Success PracticesProduct Usage DataBusiness Reviews

About the role

Key responsibilities & impact

Own Workiva's most strategic and complex enterprise accounts
Advise executives on connecting Workiva's platform to business outcomes
Serve as the senior-most individual contributor on the Customer Success team
Mentor colleagues and shape broader Customer Success practices
Build account profiles and multi-year account plans aligned with customer goals and Workiva capabilities
Cultivate relationships with business owners, finance leaders, IT contacts, and C-suite executives
Identify platform adoption opportunities and lead enterprise-level Business Reviews
Analyze product usage data and health signals to diagnose adoption gaps and design interventions
Uncover workflow gaps and build enablement plans that drive lasting behavior change
Develop frameworks for emerging use cases, changing customer expectations, and new platform capabilities
Identify expansion opportunities through whitespace analysis and provide qualified signals to Account Executives
Provide renewal forecasts, flag risks, and navigate complex commercial conversations
Engage senior stakeholders using business-focused communication
Prepare internal executive sponsors for high-stakes customer conversations
Proactively identify risk themes and own escalations through resolution
Coordinate across functions and keep customers informed
Share account insights with CPX and AE partners and develop repeatable team practices
Orchestrate specialists across Solution Success, Product Success, Data Management, Support, and other functions
Partner with CS leadership on methodology, automation, efficiency, and best practices

Requirements

What you’ll need

10+ years in B2B SaaS Customer Success, Account Management, or Consulting
Bachelor's degree or equivalent experience
Track record of retaining and growing multi-stakeholder enterprise accounts across multiple renewal cycles
Experience leading difficult renewals and negotiations
Commercial instincts and ability to build compelling business cases
Ability to analyze adoption and health data and translate it into account narratives and action plans
Exceptional communication skills across organizational levels
Experience leading or coordinating cross-functional work without direct authority
Demonstrated history of developing other CS professionals
CRM discipline supporting reliable forecasts, visibility, and account transferability
Willingness to travel up to 20% for team and corporate meetings
Reliable internet access while working remotely
Ability to work remotely from any location within the employee's country of employment

Benefits

Comp & perks

A discretionary bonus typically paid annually
Restricted Stock Units granted at time of hire
401(k) match
Comprehensive employee benefits package
Flexible work arrangements
Reasonable accommodations for applicants with disabilities
Comprehensive security and privacy training tailored to employees’ roles