Commercial Customer Success Manager

Workato is a leader in enterprise orchestration, helping businesses streamline operations through its AI-powered platform. The Customer Success Manager will work with customers to ensure the success and adoption of the Workato Intelligent Automation Platform, developing strategic relationships and providing product expertise to drive customer retention and growth.

Responsibilities:

• Develop and maintain strategic business relationships with customers to drive adoption and retention
• Provide technical Workato product expertise
• Be the expert in deployment models and governance structures and share best practices from a business and technical perspective
• Educate People, Marketing, Sales, Customer and Finance Operations on the business value achieved through automating their processes
• Develop and implement processes and programs to increase usage of the product within the current group and drive cross sell opportunities within other groups
• Actively coach and mentor the broader CSM team, contributing to overall team development
• Serve as the primary point of escalation when customer issues arise, troubleshoot, and ensure quick resolution
• Provide quantitative/qualitative analysis to inform team decision-making and product roadmap
• Become the trusted customer advisor and be the customer advocate within Workato
• Be available to work US hours

Requirements:

• BS or equivalent education
• 5+ years of experience in consulting, customer success management and technical account management. Prior experience as a Account Executive, Senior Member of a large consulting firm or CSM in SaaS/iPaaS preferred
• Experience in Integration and/or business automation
• Understanding of large complex businesses with many stakeholders
• Awareness of each of the following roles day to day processes and expertise in several; People (HR), Finance, Marketing, Sales, and Post Sales Customer Organizations
• Comfortable operating with revenue targets
• Impressive track record of high customer retention and growth
• Strong sense of customer empathy and customer-centrism
• Excellent interpersonal and communication skills
• Strong problem solving and analytical thinking
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
• A passion for and belief in the power of automation to drive business value
• Prior Experience in Digital Transformation preferred
• Past lead experience is a plus