Commercial Customer Success Manager

Responsibilities

We are looking for an exceptional Commercial Customer Success Manager to join our growing team. In this role, you will work with customers to ensure the success and adoption of the Workato Intelligent Orchestration and Agentic Platform. You will also be responsible for the successful onboarding of an assigned set of customers in a timely and productive manner.

In this role, you will also be responsible for:

• 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.

Must be available to work US hours.

Requirements

Qualifications / Experience / Technical Skills

• 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 preferred.

Soft Skills / Personal Characteristics

• Ability to effectively prioritize tasks and manage time, even under high-pressure situations.
  
  
• Highly organized, able to manage many projects concurrently.
  
  
• Issue management and resolution-focused.
  
  
• Strong collaboration skills, the ability to adapt to a dynamic start-up environment, and a passion for making an impact; we want company builders.
  
  
• Strong critical thinking and analytical skills with an entrepreneurial, proactive mindset.
  
  
• Strong written and oral communication skills in English, with the ability to convey complex technical concepts to a non-technical audience.
  
  
• Fast learner who can independently conduct extensive research and synthesize ideas, information, and options quickly.
  
  
• Proactive about solving problems and ready to take on additional initiatives and responsibilities as they emerge.

The pay for this role may range from $100,000 to $130,000, plus variable compensation, benefits, perks, and equity.

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(REQ ID: 2746)