Enterprise Customer Success Manager

7 Hours ago • 7 Years + • Customer Service • $118,000 PA - $140,000 PA

Job Summary

Job Description

Workato is seeking an Enterprise Customer Success Manager to join their team. This role focuses on ensuring the success of enterprise clients by driving rapid adoption of the Workato Intelligent Automation Platform. The Customer Success Manager will act as a trusted advisor and customer advocate, liaising between customers and internal teams like Sales, Solution Consulting, Professional Services, and Product. Responsibilities include owning a portfolio of accounts, developing strong relationships with senior executives, understanding customer business needs, and driving product adoption to achieve desired outcomes and demonstrate value. The role also involves creating success plans, monitoring customer progress, and serving as a primary point of escalation for customer issues. Additionally, the position requires contributing to the development of Customer Success practices and driving process innovation.
Must have:
  • 7+ years in consulting, customer success, or technical account management
  • Proven track record of increasing adoption and retention
  • Experience managing enterprise accounts
  • Strong written and oral presentation skills
  • Experience in integration and/or business automation
  • Ability to understand complex businesses with many stakeholders
  • Strong customer empathy and customer-centricity
  • Excellent interpersonal and communication skills
  • Strong problem-solving and analytical thinking
  • Project management and storytelling skills
  • Passion for automation and driving business value
Good to have:
  • Prior experience as an Account Executive or Senior Member of SI/consulting firms
  • Prior experience in leading/driving Digital Transformation initiatives
  • Experience as a CSM in hyper-growth SaaS/iPaaS companies
  • Awareness of processes in HR, Finance, Marketing, Sales, and Post-Sales Customer Organizations
  • Preference for candidates in US/Canada Central or East Time Zones, or within driving distance to United States office locations
Perks:
  • Flexible, trust-oriented culture
  • Ownership of roles
  • Innovation driven
  • Team player focus
  • Balance of productivity with self-care
  • Vibrant and dynamic work environment
  • Multitude of benefits
  • Variable compensation
  • Equity

Job Details

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

We are growing our Enterprise CS team and looking to add an exceptional Enterprise Customer Success Manager to join our team. In this role, you will be working with our Enterprise customers and ensure their success via rapid adoption of the Workato Intelligent Automation Platform. As an Enterprise Customer Success Manager you will play an integral role in our business as a trusted customer advisor, and serve as the customer advocate liaison between customers and internal teams, including Sales, Solution Consulting, Professional Services, Product, Marketing, among others.. You will also be responsible to:

  • Own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring value realization through the use of Workato platform, increasing adoption across variety of business and functional units, ensuring retention, supporting growth, and overall customer satisfaction

  • Develop a strong command of Workato’s unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, our customer use-cases/success stories and our best practices. Leverage the aforementioned knowledge and your technical Workato product expertise to guide the customer on their Enterprise Automation journey.

  • Develop and maintain strategic business relationships with enterprise customers to drive adoption, assess and evangelize value received, and assist in revenue expansion. Establish regular touchpoints with the assigned customers per established practices, to review progress against strategic business and technical product objectives 

  • Develop and maintain engagement with senior customer executives to understand their strategic objectives and position Workato for their transformation initiatives, including delivery of Customer Objectives reviews, Exec Business reviews, etc.

  • Develop a deep understanding of a customer's business, use cases, and desired outcomes in order to guide them to achieve these via Workato’s product and services. Develop and drive programs to increase usage of the product within the current (landed) group and expand usage to other business groups/functions

  • Create customer assets, including Joint Success Plan, to be leveraged by our sponsors that outline progress with Workato mapped to their business initiatives, value, deployment plans, etc.

  • Monitor customers' achievement of desired outcome and value, consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders

  • Be the expert in deployment models and governance structures and share best practices from a business and technical perspective

  • Serve as the primary point of escalation when customer issues arise, and effectively prioritize and orchestrate resolution of customer requests or issues

  • Develop trusted and collaborative relationships with internal stakeholders and business partners; and champion customers internally in order to mitigate risk, improve customer experience, drive to value outcomes, and unlock growth

  • Professionally manage your book of business and provide periodic and accurate reporting, develop growth and risk mitigation plans, following our playbooks, best-practices and documentation requirement

  • Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency

Requirements

Qualifications / Experience / Technical Skills

  • BS or equivalent education

  • 7+ years of professional experience in consulting, customer success, client relationship or technical account management roles with a demonstrated track record of increasing adoption, revenue retention, and customer satisfaction. Experience managing a portfolio of enterprise accounts, with account ARR ranging from ~$200k to multi-million ARR across the Forbes Global 2000 companies

  • Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes

  • Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Developer to C-level)

  • Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations

  • Experience in Integration and/or business automation. Awareness of processes and roles in these domains would be a plus; People (HR), Finance, Marketing, Sales, and Post Sales Customer Organizations

  • Preference will be given to candidates who:

    • Have prior experience as an Account Executive, Senior Member of SI/consulting firms or CSM in hyper-growth SaaS/iPaaS companies preferred

    • Have prior experience in leading/driving/consulting in Digital Transformation initiatives

    • Are in US/Canada Central or East Time Zones, or within driving distance to our United States office locations

     

  • An estimated 25% of travel is required.

Soft Skills / Personal Characteristics

  • Ability to develop an understanding of large, complex businesses with many stakeholders

  • Comfortable operating with revenue targets

  • Strong sense of customer empathy and customer-centricity

  • Grit and resilience to manage occasional tough & complex situations

  • Excellent interpersonal and communication skills

  • Strong problem-solving and analytical thinking

  • Project management and storytelling skills

  • Entrepreneurial drive and comfort working in ambiguous, quickly changing environments

  • A passion for and belief in the power of automation to drive business value

  • Project management and storytelling skills

  • Have a keen intellectual curiosity, a detailed orientation, and possess analytical abilities

  • Passion for technology, enjoy learning new solutions and capabilities, and translating these into solutions that drive business value for customers

  • Be a self-motivated team player who loves to drive Impact beyond their current role

  • Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment

For New York City applicants, the pay for this role may range between $118,000 - $140,000 plus variable, benefits, perks, and equity.

(REQ ID: 2146)

#LI-NJ1

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About The Company

Workato empowers enterprises to transform their business operations by orchestrating business processes end-to-end and operationalizing AI across the entire organization. Designed with best-in-class security and governance, scalability, performance, and availability, Workato’s low-code, no-code platform makes it easy for IT and business teams to orchestrate their applications, data, and experiences.


With our democratized approach to enterprise orchestration, business technologists are empowered to fuel their organization’s digital transformation. Workato is trusted by over 20,000 of the world's top brands, including Broadcom, Intuit, and Box.

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