Customer Success Manager at Workato

<div class="content-intro"><h1><span style="font-family: helvetica, arial, sans-serif;"><strong>About Workato</strong></span></h1> <p>Workato delivers enterprise infrastructure for the agentic era, redefining iPaaS and helping enterprises unify data, applications, processes, and AI into a single, governed platform. A leader in Enterprise MCP and trusted by 50% of the Fortune 500, Workato’s cloud-native architecture connects every application, data source, and process to power real-time orchestration at scale. With enterprise-grade security and continuous innovation at its core, Workato provides the trusted foundation for organizations to automate with confidence and operationalize AI across the business. To learn more, visit <span><a href="http://www.workato.com" target="_blank">www.workato.com</a></span></p> <h1><strong>Why join us?</strong></h1> <p><span style="font-weight: 400;">Ultimately, Workato believes in fostering a </span><strong>flexible, trust-oriented culture that empowers everyone to take full ownership of their roles</strong><span style="font-weight: 400;">. We are driven by </span><strong>innovation </strong><span style="font-weight: 400;">and looking for</span><strong> team players </strong><span style="font-weight: 400;">who want to actively build our company.&nbsp;</span></p> <p><span style="font-weight: 400;">But, we also believe in </span><strong>balancing productivity with self-care</strong><span style="font-weight: 400;">. That’s why we offer all of our employees a vibrant and dynamic work environment </span><a href="http://www.workato.com/careers"><span style="font-weight: 400;">along with a multitude of benefits</span></a><span style="font-weight: 400;"> they can enjoy inside and outside of their work lives.&nbsp;</span></p> <p><span style="font-weight: 400;">If this sounds right up your alley, please submit an application. We look forward to getting to know you!</span></p> <p><span style="font-weight: 400;">Also, feel free to check out why:</span></p> <ul> <li style="font-weight: 400;"> <p><a href="https://www.businessinsider.com/47-enterprise-startups-to-bet-your-career-on-in-2020-2019-12"><span style="font-weight: 400;">Business Insider</span></a><span style="font-weight: 400;"> named us an “enterprise startup to bet your career on”</span></p> </li> <li style="font-weight: 400;"> <p><a href="https://www.forbes.com/cloud100/#a57477b5f941"><span style="font-weight: 400;">Forbes’ Cloud 100</span></a><span style="font-weight: 400;"> recognized us as one of the top 100 private cloud companies in the world</span></p> </li> <li style="font-weight: 400;"> <p><a href="https://www2.deloitte.com/us/en/pages/technology-media-and-telecommunications/articles/fast500-winners.html"><span style="font-weight: 400;">Deloitte Tech Fast 500</span></a><span style="font-weight: 400;"> ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America</span></p> </li> <li> <p><a href="https://qz.com/work/2053446/the-best-companies-for-working-from-home/"><span style="font-weight: 400;">Quartz</span></a><span style="font-weight: 400;"> ranked us the #1 best company for remote workers</span></p> </li> </ul></div><h1><strong>Responsibilities</strong></h1> <p>We are looking for an exceptional <strong>Customer Success Manager </strong>&nbsp;to join our growing Commercial Customer Success team. In this role, you will be involved in working with customers to ensure the success and adoption of the Workato Intelligent Automation Platform.&nbsp; You will also be responsible for the success of an assigned set of customer onboardings in a timely and productive manner.</p> <p>In this role, you will also be responsible to:</p> <ul> <li>Develop and maintain strategic business relationships with customers to drive adoption and retention.</li> <li>Provide technical Workato product expertise.</li> <li>Be the expert in deployment models and governance structures and share best practices from a business and technical perspective.</li> <li>Educate People, Marketing, Sales, Customer and Finance Operations on the business value achieved through automating their processes.</li> <li>Develop and implement processes and programs to increase usage of the product within the current group and drive cross sell opportunities within other groups.</li> <li>Actively coach and mentor the broader CSM team, contributing to overall team development</li> <li>Serve as the primary point of escalation when customer issues arise, troubleshoot, and ensure quick resolution.</li> <li>Provide quantitative/qualitative analysis to inform team decision-making and product roadmap.</li> <li>Become the trusted customer advisor and be the customer advocate within Workato.</li> <li><span style="font-weight: 400;"><strong>Be available to work Australia Hours&nbsp;</strong></span></li> </ul> <h1><strong>Requirements</strong></h1> <h3><strong>Qualifications / Experience / Technical Skills</strong></h3> <ul> <li>BS or equivalent education</li> <li>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</li> <li>Experience in Integration and/or business automation.</li> <li>Understanding of large complex businesses with many stakeholders.</li> <li>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.</li> <li>Comfortable operating with revenue targets.</li> <li>Impressive track record of high customer retention and growth.</li> <li>Strong sense of customer empathy and customer-centrism.</li> <li>Excellent interpersonal and communication skills.</li> <li>Strong problem solving and analytical thinking.</li> <li>Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments.</li> <li>A passion for and belief in the power of automation to drive business value.</li> <li>Prior Experience in Digital Transformation preferred.</li> <li>Experience in Integration and/or business automation.</li> </ul> <h3><strong>Soft Skills / Personal Characteristics</strong></h3> <ul> <li>Ability to effectively prioritize tasks and manage time, even under high-pressure situations.</li> <li>Highly organized, able to manage many projects concurrently.</li> <li>Issue management and resolution-focused.</li> <li>Strong collaboration skills, ability to adapt to a dynamic start-up environment with a passion for making an impact; we want company builders.</li> <li>Strong critical thinking, analytical skills with an entrepreneurial and proactive mind-set.</li> <li>Strong written and oral communication skills in English, with the ability to convey complex technical concepts effectively to a non-technical audience.</li> <li>Fast learner who can independently conduct extensive research, and synthesize ideas, information and options quickly.</li> <li>Be proactive about solving problems and be ready to take on additional initiatives and responsibilities as they emerge.</li> </ul> <p>&nbsp;</p> <p><strong>Job Req ID: 2658</strong></p>