Customer Success Manager

Workato is a leader in enterprise orchestration, providing an AI-powered platform to streamline operations by connecting data, processes, applications, and experiences. This Customer Success Manager role in the Growth segment involves owning a portfolio of 70 customers, driving product adoption, increasing consumption, and ensuring retention. The manager will facilitate 1:many success programs, identify new use cases, influence automation roadmap planning, and represent the voice of the customer to impact product development.

Must Have

• Own a portfolio of 70 Growth customers as their dedicated CSM
• Work directly with customers to help them achieve desired outcomes and success with Workato
• Proactively drive implementation of new use cases with Workato
• Influence customers in their automation, orchestration, and agentic roadmap planning
• Contribute to overall team strategy and ongoing 1:many customer engagements
• Leverage tools and technology to deliver value to multiple accounts through 1:many programs
• Represent the voice of the customer and influence the product development roadmap
• 3+ years of experience in customer-facing roles
• High level of technical acumen to engage in discussions with systems-minded customers
• Ability to connect technical capabilities to measurable business outcomes
• Familiarity with integration technology landscape
• Strong sense of customer empathy and being customer-centered
• Excellent interpersonal, communication, and persuasion skills
• Strong problem solving and analytical thinking skills
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environment
• A passion for and belief in the power of automation to drive business value

Perks & Benefits

• Flexible, trust-oriented culture
• Empowerment to take full ownership of roles
• Driven by innovation
• Vibrant and dynamic work environment
• Multitude of benefits

About Workato

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

Why join us?

Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company.

But, we also believe in balancing productivity with self-care. That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.

If this sounds right up your alley, please submit an application. We look forward to getting to know you!

Also, feel free to check out why:

• Business Insider named us an “enterprise startup to bet your career on”
• Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world
• Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America
• Quartz ranked us the #1 best company for remote workers

Responsibilities

The Customer Success Team at Workato is the frontline for developing customer champions, driving product adoption, and empowering teams to fulfill their goals so that they renew and expand. Our Growth segment of customers represent a strategic opportunity of high volume customers, and are supported through a unique combination of CSM engagement, digital-led programs, strategic and 1:many initiatives.

We are seeking a Customer Success Manager to work with customers in our Growth segment. The Growth CSM will work with a portfolio of customers to drive high-impact customer outcomes and by facilitating 1:many success programs to impact target customer groups. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of Workato.

This is a high impact role that will play a key part in building out the strategy with Workato’s Growth customers.

You will also be responsible to:

• Own a portfolio of 70 Growth customers as their dedicated CSM to increase consumption, deepen engagement, and grow retention rates.
• Work directly with Workato’s Growth customers to help them achieve their desired outcomes and achieve success with Workato.
• Proactively drive implementation of new use cases with Workato, identifying new department and product capability whitespace for customers.
• Influence customers in their automation, orchestration, and agentic roadmap planning as it relates to Workato.
• Contribute to overall team strategy and ongoing 1:many customer engagements.
• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as custom group trainings/webinars, new collateral, targeted video engagement, and Workato integrations
• Represent the voice of the customer and influence the product development roadmap.

Requirements

Qualifications / Experience / Technical Skills

• 3+ years of experience in customer-facing roles.
• High level of technical acumen to engage in discussions with customers who are very systems minded
• Ability to connect technical capabilities to measurable business outcomes
• Familiarity with integration technology landscape

Soft Skills / Personal Characteristics

• Strong sense of customer empathy and being customer-centered
• Excellent interpersonal, communication, and persuasion skills
• Strong problem solving and analytical thinking skills
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environment
• A passion for and belief in the power of automation to drive business value