Commercial Customer Success Manager

Workato is a leader in Enterprise MCP, providing a cloud-native platform that connects applications, data, and processes. The Commercial Customer Success Manager will ensure customer success and adoption of the Workato platform, develop strategic relationships, and drive product usage and retention.

Responsibilities:

• Developing and maintaining strategic business relationships with customers to drive adoption and retention
• Providing technical Workato product expertise
• Functioning as the expert in deployment models and governance structures, and sharing best practices from a business and technical perspective
• Educating People, Marketing, Sales, Customer, and Finance Operations on the business value achieved through automating their processes
• Developing and implementing processes and programs to increase product usage within the current group and drive cross-sell opportunities in other groups
• Serving as the primary point of escalation for customer issues, troubleshooting, and ensuring quick resolution
• Providing quantitative and qualitative analysis to inform team decision-making and product roadmap
• Becoming the trusted customer advisor and advocating on the customer's behalf within Workato

Requirements:

• BS or equivalent education
• 3+ years of experience in consulting, customer success management, or technical account management. Prior experience as an 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 day-to-day processes across the following functions, with deeper 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