Senior Enterprise Customer Success Manager

Навыки

• AI-агенты
• Коммуникация
• Customer Success
• GMV / MRR
• Ответственность за результат
• Решение задач
• Управление проектами

О компании и продукте

• 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 www.workato.com
• Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles . We are driven by innovation and looking for team players who want to actively build our company.
• But, we also believe in balancing productivity with self-care . That’s why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.
• If this sounds right up your alley, please submit an application. We look forward to getting to know you!

Задачи

• We are growing our Enterprise CS team and looking to add an exceptional Senior Enterprise Customer Success Manager
• In this role, you will work with our Enterprise customers and ensure their success via the rapid adoption of the Workato Intelligent Automation Platform
• As an Enterprise Customer Success Manager, you will play an integral role in our business as a trusted customer advisor and serve as the customer advocate liaison between customers and internal teams, including Sales, Solution Consulting, Professional Services, Product, and Marketing, among others
• In this role, you will also be responsible to
• Own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring value realization through the use of the Workato platform, increasing adoption across a variety of business and functional units, ensuring retention and supporting growth
• Deliver on ambitious NRR targets
• Develop a strong command of Workato’s unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, our customer use cases/success stories, and our best practices
• Leverage the aforementioned knowledge and your technical Workato product expertise to guide the customer on their Enterprise Automation journey
• Develop and maintain strategic business relationships with enterprise customers to drive adoption, assess and evangelize value received, and assist in revenue expansion
• Establish regular touchpoints with the assigned customers per established practices to review progress against strategic business and technical product objectives
• Develop and maintain engagement with senior customer executives to understand their strategic objectives and position Workato for their transformation initiatives, including delivering Customer Objectives reviews, Executive Business reviews, etc
• Run workshops , hackathons, trainings etc to increase usage of the product
• Develop a deep understanding of a customer's business, use cases, and desired outcomes to guide them to achieve these via Workato’s product and services
• Develop and drive programs to increase usage of the product within the current (landed) group and expand usage to other business groups/functions
• Create customer assets, including a Joint Success Plan, to be leveraged by our sponsors, outlining progress with Workato mapped to their business initiatives, value, deployment plans, etc
• Monitor customers' achievement of desired outcomes and value, consistently and effectively telling the story of these both to internal stakeholders and externally to key customer stakeholders
• Be the expert in deployment models and governance structures and share best practices from a business and technical perspective
• Serve as the primary point of escalation when customer issues arise and effectively prioritize/orchestrate resolution of customer requests or issues
• Develop trusted and collaborative relationships with internal stakeholders and business partners
• and champion customers internally to mitigate risk, improve customer experience, drive to value outcomes, and unlock growth
• Professionally manage your book of business and provide periodic and accurate reporting, develop growth and risk mitigation plans, following our playbooks, best practices, and documentation requirement
• Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency

Требования

• Qualifications / Experience / Technical Skills
• BS or equivalent education
• 7+ years of professional experience in consulting, customer success, client relationship, or account management roles with a demonstrated track record of increasing adoption, revenue, and retention
• Experience managing a portfolio of enterprise accounts, with account ARR ranging from ~$200k to multi-million ARR across the Forbes Global 2000 companies
• Prior experience in driving NRR growth within the customer base
• Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes
• Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Developer to C-level)
• Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations
• Experience in Integration and/or business automation
• Awareness of processes and roles in these domains would be a plus: People (HR), Finance, Marketing, Sales, and Post Sales Customer Organizations
• Preference will be given to candidates who
• Have prior experience as an Account Manager or CSM in hyper-growth horizontal SaaS/iPaaS companies preferred
• Have prior experience in leading/driving/consulting in Digital Transformation initiatives
• Estimated 25% travel required
• Soft Skills / Personal Characteristics
• Ability to develop an understanding of large complex businesses with many stakeholders
• Comfortable operating with revenue targets
• Strong sense of customer empathy and customer-centricity
• Grit and resilience to manage occasional tough & complex situations
• Excellent interpersonal and communication skills
• Strong problem-solving and analytical thinking
• Project management and storytelling skills
• Entrepreneurial drive and comfort working in ambiguous, quickly changing environments
• A passion for and belief in the power of automation to drive business value

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