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