As a Customer Success Architect (CSA) at Workiva, you will be a driving force behind our commitment to customer and partner success. Your primary focus will be collaborating closely with valued partners and our shared customers to craft impactful early-lifecycle experiences that foster lasting success for all involved. As a strategic thinker, you will proactively identify opportunities for innovation and optimisation, working hand-in-hand with cross-functional teams to implement solutions that drive customer satisfaction and loyalty. Your passion for customer success and deep understanding of Workiva's offerings will enable you to provide strategic guidance to customers and partners, maximising the value they derive from our solutions.

What You’ll Do

Collaborate closely with customers and partners to define key business outcomes and success metrics, facilitating quick wins and showcasing the value of Workiva from the start

Develop and execute Customer Success Plans that ensure customers achieve key milestones early in the journey. Leverage playbooks to ensure consistency across customer engagements

Collaboration on partner-led implementations, build and maintain strong relationships with partners, ensuring alignment with customer success objectives and facilitating smooth coordination between internal teams

Advocate for customers internally by working with Workiva teams (Partner experience, Solution consulting, Customer Success, Professional Services) to enhance customer experiences

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

Identify risks and proactively take appropriate actions to manage and/or escalate to an efficient resolution

Maintain accurate records in customer engagement tools (e.g., Salesforce, Gainsight) to ensure visibility and continuity across the customer journey

What You’ll Need

Minimum Qualifications

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

Preferred Qualifications 

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

Travel Requirement & Working Conditions

Must be able to travel up to 10% annually for customer and internal meetings

Reliable internet access for any period working remotely, not in a Workiva office

Workiva is an Equal Opportunity Employer. We believe that great minds think differently. We value diversity of backgrounds, beliefs, and interests, and we recognize diversity as an important source of intellectual thought, varied perspective, and innovation.  Employment decisions are made without regard to age, gender identity, race, religion, disability status, sexual orientation, or any other protected characteristic.  

Workiva is committed to working with and providing reasonable accommodations to applicants with disabilities. To request assistance with the application process, please email talentacquisition@workiva.com.

Workiva employees are required to undergo comprehensive security and privacy training tailored to their roles, ensuring adherence to company policies and regulatory standards.