VP of Customer Success, Americas

Workiva Inc.

About The Position

About the Role The Vice President of Customer Success is a strategic, platform-focused executive responsible for driving customer value, long-term retention, and proactive engagement across our North America customer base. This leader will architect and scale an outcomes-based success model, build trusted C-level relationships across business and IT, and serve as the executive sponsor along with our SVP and CCO for our most strategic customers. This role owns the renewal forecast, risk intelligence, and value realization strategy across the portfolio, partnering closely with executive Sales leadership to accelerate growth and ensure predictable revenue performance. They will lead the transition toward a standardized, proactive, value-centered engagement model grounded in lifecycle plays, digital scale, and measurable outcomes. The ideal candidate has deep experience in leading high-performing teams, enterprise business transformation, platform adoption strategy and frameworks, value management, success plan monetization, and guiding customers in building their governance, COE, and operating structures to drive sustained value.

Requirements

15+ years leadership in Customer Success, Services or Consulting in Enterprise SaaS or Transformation roles.
Proven success driving platform adoption and enterprise business transformation across large, complex organizations.
Extensive experience building and owning C-level relationships across IT, Security, Finance, Risk, and Business leadership.
Expertise in designing and scaling proactive, value-driven engagement models and customer lifecycle frameworks.
Strong background in renewal forecasting, portfolio risk management, and executive-level revenue governance and operational cadences.
Demonstrated success creating and productizing standard and monetized Success offerings.
Deep knowledge of COE/governance frameworks and the ability to guide customers in adopting them.
Exceptional executive presence, change leadership skills, and cross-functional partnership and influence with Sales executives.
Experience leading global teams and scaling organizations through significant transformation.
Up to 40% travel to visit customers and work with employees.
Reliable internet access for any period of time working remotely, not in a Workiva office.

Responsibilities

Enterprise Customer Leadership Build trusted advisory relationships with C-suite IT and business executives, positioning Workiva as a strategic platform that modernizes and governs their end-to-end reporting, risk, sustainability, and assurance workflows.
Lead strategic customer engagements, including executive business reviews, roadmap alignment sessions, and value storytelling at the enterprise level.
Act as executive sponsor for top accounts, guiding strategy and value realization, championing long-term “art of the possible” platform vision, and actioning risk.
Renewal & Risk Accountability Own renewal forecasting cadences and read-outs, account-level revenue health, and the portfolio-level pipeline for GRR/NRR outcomes.
Establish a rigorous renewal governance model, including prediction frameworks, risk scoring, early warning signals, and monthly operational reviews.
Partner with Sales (CRO, SVP Sales, SVP Growth, Renewals Mgmt) to ensure alignment on renewal strategy, value proof points, and expansion pathways.
Proactive, Outcomes-Based Engagement Model Architect and scale an engagement framework grounded in proactive lifecycle plays that improve adoption, usage depth, and long-term value.
Continue to evolve the organization toward a predictive, insights-led Success model that identifies risks, opportunities, and value levers.
Partner with CX and Solution Success to embed digital, 1:Many, and solution expertise pathways into the lifecycle.
Platform Value & Transformation Strategy Guide customers in building Centers of Excellence (COE), governance frameworks, resource models, and cross-functional operating rhythms that support platform expansion.
Develop value-centered roadmaps that align Workiva’s platform capabilities to enterprise transformation initiatives and multi-year business outcomes.
Ensure CSMs are equipped to translate platform capabilities into measurable value narratives for both business and IT audiences.
Create actionable insights and feedback loops to our Product organization from CAB, strategic customer engagements, roadmap reviews, and C360 data trends.
Engagement Catalog: Standard & Monetized Offerings Define and operationalize a standardized engagement catalog of included Success activities, proactive guidance, and advisory engagements.
Partner with Solution Success and CX to productize monetizable Success offerings, including Premium & Signature engagements, value accelerators, workflow assessments, and strategic governance engagements.
Establish clear delivery models, success criteria, staffing models, ROI frameworks, and margin targets for monetized offerings.
Operational Excellence & Organizational Leadership Lead a team of CSMs and Success Specialists with clarity, accountability, and rigorous, structured operating cadences.
Develop leaders through coaching, mentoring, and role clarity to build a high-performing, data-driven organization.
Collaborate cross-functionally with Sales, Product, CX, and Solution Success to ensure alignment across the customer journey and feedback loops into product strategy.
Establish KPIs and dashboards that measure customer value, adoption, health, and business outcomes—and use insights to drive continuous improvement.