Cover Letter — VP of Customer Success, Americas
Adam Roberts Indianapolis, USA | roberts.john.adam@gmail.com | +1 317 514 4713
Dear Hiring Team,
When Workiva acquired Sustain.Life last year, I took notice. I’ve spent the past six years at Clarity AI helping financial institutions—asset managers, asset owners, banks—navigate the complexity of ESG and sustainability reporting. I know firsthand how desperately the market needs a platform-first approach to connected reporting, risk, and compliance. That’s exactly what Workiva is building, and the VP of Customer Success role is exactly where I want to be.
I’ve built this function before—from zero.
At Clarity AI, I didn’t inherit a Customer Success organization. I built it. I hired the team, designed the processes, selected the tools, and established the governance structures that drove 156% NRR and 2× YoY revenue growth for four consecutive years. I also built our RevOps and Support functions, set the foundation for Product Specialists, and introduced AI-enhanced workflows that transformed how our team operates.
I did this while managing a direct portfolio of $3.5M ARR—so I understand what it takes to be both a player and a coach in enterprise customer success.
I’ve transformed CS organizations toward proactive, value-based engagement.
Last year, I led a fundamental transformation of our CS model—shifting from account management to opportunity generation. This required new engagement frameworks, training programs, governance structures, and a willingness to accept some near-term churn in exchange for long-term value. We hit 110% of our upsell target in Year 1.
This is the exact transformation Workiva describes: moving toward “proactive, outcomes-based engagement” with “lifecycle plays” and “digital scale.” I’ve lived it.
Financial Services and ESG are in my DNA.
Your job description emphasizes Financial Services customers and regulated environments. My clients at Clarity AI include the world’s largest asset managers navigating SFDR, CSRD, ISSB, and emerging SEC climate rules. I’ve built C-level relationships with CFOs, Chief Sustainability Officers, and Heads of Risk at institutions managing $15 trillion in AUM.
With CSRD deadlines approaching and Workiva’s Sustain.Life acquisition expanding your ESG capabilities, I can hit the ground running with customers who speak my language.
Why Workiva, why now.
I’m drawn to the scope of this role—architecting an engagement framework for all of North America while balancing digital scale with high-touch strategic accounts. I’m excited about the opportunity to help customers build Centers of Excellence and governance frameworks that drive sustained platform value, not just compliance checkboxes.
Most importantly, I want to work on something that matters. Sustainability reporting is how capital markets will drive real-world climate impact. Workiva is building the infrastructure that makes that possible.
I’d welcome the opportunity to discuss how my experience building and scaling Customer Success in ESG and financial services can accelerate Workiva’s growth.
Best regards, Adam Roberts