Embedded Customer Success Manager

Workato is a leader in enterprise orchestration, helping businesses streamline operations through its AI-powered platform. The Embedded Customer Success Manager will manage a portfolio of embedded customers, ensuring their success and driving revenue retention while collaborating with technical and business teams.

Responsibilities:

• Own a portfolio of embedded customers, managing renewals and driving net revenue retention targets
• Understand each customer’s business goals, success metrics, and integration roadmap — and build a success plan that maps Workato capabilities to those outcomes
• Proactively identify risks to retention and adoption; lead escalation management and cross-functional resolution
• Conduct regular executive business reviews (EBRs) to communicate progress, value delivered, and next steps
• Guide customers through product launch, go-to-market readiness, and end-customer onboarding
• Enable customer product, engineering, and sales teams on Workato’s platform and best practices for building and selling embedded integrations
• Partner with customers to design and implement technical solutions that maximize platform value and end-customer adoption
• Identify expansion opportunities within existing accounts — including new use cases, product tiers, and Enterprise MCP capabilities
• Advise customers on integration product strategy, including packaging, pricing, and go-to-market design
• Support customers in developing sales enablement materials and internal champions to drive integration revenue
• Collaborate with Workato’s product team to advocate for customer needs and influence the embedded product roadmap
• Serve as the voice of the customer internally, synthesizing feedback into actionable insights for product, marketing, and engineering
• Partner cross-functionally with Account Executives, Solutions Engineers, and Professional Services on pre- and post-sale activities
• Contribute to internal playbooks, onboarding resources, and best practice documentation

Requirements:

• 5+ years of experience in customer success, technical account management, consulting, or product management — ideally in a SaaS or iPaaS environment
• Experience working with software companies (ISVs) or in an embedded / OEM partnership context is a strong plus
• Solid understanding of the software development lifecycle and ability to engage meaningfully with technical audiences (architects, engineers, product managers)
• Demonstrated track record of hitting or exceeding renewal and expansion targets
• Experience supporting customers through product launches, go-to-market initiatives, or sales enablement programs
• Familiarity with integration, automation, or workflow platforms (e.g., Workato, MuleSoft, Boomi, Zapier, or similar)
• Comfortable working with executive stakeholders and navigating complex, multi-team customer organizations
• BS/BA or equivalent practical experience
• Strategic thinker who can see the big picture while managing the details
• Excellent written and verbal communication skills, with the ability to translate complex technical concepts for non-technical audiences
• Entrepreneurial mindset — comfortable with ambiguity, able to build structure in a fast-moving environment
• Strong customer empathy and a genuine commitment to customer outcomes
• Highly organized, with the ability to manage multiple accounts and priorities simultaneously
• Collaborative team player who actively contributes to team culture and development
• Proactive problem-solver who doesn't wait to be asked
• Passion for automation and its power to transform how businesses operate