Commercial Customer Success Manager - Contract

Responsibilities

This is a temporary position for 6 months with possible extension

We are looking for an exceptional Customer Success Manager to join our growing team. In this role, you will 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, supporting growth, and overall customer satisfaction.

In this role, you will also be responsible to:

• Develop a strong command of Workato's unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, Orchestration, and AI, our customer use cases and success stories, and our best practices. Leverage the aforementioned knowledge to guide the customer on their Enterprise Orchestration & AI journey and help them think differently. Work with customers on building out the AI roadmap.

• Develop and maintain strategic business relationships with customers to drive adoption, assess and evangelize the value received, and support 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 delivery of Customer Objectives reviews, Exec Business reviews, etc.

• Develop a deep understanding of a customer's business, use cases, and desired outcomes in order to guide them to achieve these via Workato's product and services. Develop and drive programs to increase product usage within the current (landed) group and expand it to other business groups/functions.

• Create customer assets, including a Joint Success Plan, to be leveraged by our sponsors that outline progress with Workato mapped to their business initiatives, value, deployment plans, etc.

• Monitor customers' achievement of desired outcome and value, consistently and effectively telling the story of 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 escalation point for customer issues, and effectively prioritize and orchestrate the resolution of customer requests or issues.

• Develop trusted, collaborative relationships with internal stakeholders and business partners, and champion customers internally to mitigate risk, improve the customer experience, drive value outcomes, and unlock growth.

• Professionally manage your book of business and provide periodic and accurate reporting, develop growth and mitigation plans, following our best-practices and documentation requirements.

• Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency.

• Run hackathons and bootcamps to drive product adoption and consumption.

• Actively engage in sales activities to drive revenue growth and customer expansion.

Requirements

Qualifications / Experience / Technical Skills

• BS or equivalent technical education. MBA a plus

• 5 + years of professional experience in consulting, customer success, client relationship or technical account management roles with a demonstrated track record of increasing adoption, revenue retention and driving NRR Growth. 

• Prior experience as a Sr CSM, Account Manager or Sales Executive in a large PaaS preferred. 

• Experience managing a portfolio of accounts, with account ARR ranging from ~$100k to multi-million dollar ARR across the Forbes Global 2000 companies.

• 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

• Prior Experience in Digital Transformation and/or consulting firms preferred.

• Strong familiarity with the AI ecosystem, with the ability to articulate market trends, identify common implementation challenges, and recommend AI-driven solutions that align with strategic business objectives.

• Fluency in English, both written and spoken.

Soft Skills / Personal Characteristics

• Ability to develop an understanding of large complex businesses & Mid market customers with many stakeholders. Ability to build relationships across levels with customers.

• 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.

• 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.

• Have keen intellectual curiosity, a strong orientation to detail, and analytical abilities.

• Passion for technology, enjoy learning new solutions and capabilities, and translating these into solutions that drive business value for customers.

• Be a self-motivated team player who loves to drive Impact beyond their current role.

(REQ ID: 2917)