Cover Letter - Senior Director of Enterprise Customer Success
Adam Roberts Indianapolis, USA | roberts.john.adam@gmail.com | +1 317 514 4713
Dear Hiring Team,
The Senior Director of Enterprise Customer Success role stands out because it explicitly focuses on Financial Services customers in regulated environments - exactly where I’ve built my career. For the past six years at Clarity AI, I’ve led Customer Success for asset managers, asset owners, and financial institutions navigating CSRD, SFDR, ISSB, and SEC climate rules. With Workiva’s Sustain.Life acquisition expanding your platform into this space, I can bring immediate credibility with customers who are asking these questions today.
My clients operate in complex, multi-stakeholder environments managing $15 trillion in AUM. I’ve built trusted C-level relationships with CFOs, Chief Sustainability Officers, and Heads of Risk, guiding them through enterprise transformation and platform adoption to drive long-term value realization. At Clarity AI, this translated to 156% NRR (2024) and over 139% NRR for four consecutive years through proactive, white-glove engagement. Gross churn stayed under 5% through rigorous risk management and early intervention. When I led a strategic CS transformation last year - shifting toward expansion with new engagement frameworks and governance - we hit 110% of our upsell target in Year 1.
I built the tiered service model at Clarity AI from scratch, achieving 4x improvement in CSAT through data-driven processes. I hired the team, selected the tools, established the governance structures, and managed a direct portfolio of $3.5M ARR while running the organization. I’ve also partnered closely with two CROs on joint account planning, renewal forecasting, and GTM execution. This role emphasizes execution alongside strategy, and that combination is where I do my best work.
I’d welcome the opportunity to discuss how my Financial Services and ESG experience can help Workiva deliver exceptional outcomes for your enterprise customers.
Best regards, Adam Roberts