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Enterprise Customer Success Manager

Tokyo, Japan

About Workato

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

Why join us?

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!

Also, feel free to check out why:

  • Business Insider named us an “enterprise startup to bet your career on”

  • Forbes’ Cloud 100 recognized us as one of the top 100 private cloud companies in the world

  • Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America

  • Quartz ranked us the #1 best company for remote workers

Responsibilities

We are looking for an exceptional Customer Success Manager to join our growing team. In this role, you will work with Chief Product Officers and their teams to roll out integration and automation capabilities to their end customers. You will provide guidance on Go To Market strategies, Adoption Planning, and Product Roadmaps. You will share best practices that help grow our customers' business and expand our relationships with them.  If you like working on product launches and developing products over time, this is the job for you!

In this role, you will also be responsible to:

  • Develop and maintain strategic business relationships with our enterprise customers

  • Guide customers along their journey to get the most out of their investment in Workato by advising them through the onboarding, implementation, Go-Live, alignment, renewal, and expansion phases of the customer lifecycle 

  • Serve as a trusted advisor in key areas such as product pricing, marketing, sales enablement, and support operations 

  • Align with executive sponsors on key objectives and measuring success 

  • Deliver on ambitious  Net Revenue Retention goals for Workato 

  • Evaluate renewal risk and mitigate revenue loss

  • Execute regular executive business reviews to ensure alignment with customer goals and inspire product expansion

  • Serve as the primary point of escalation if customer issues arise, then troubleshoot and ensure quick resolution

  • Provide quantitative/qualitative analysis to inform decision making on the Workato product roadmap

  • Serve as  the customer’s advocate within Workato

Requirements

Qualifications / Experience / Technical Skills

  • BS or equivalent education; MBA preferred

  • 3+ years of experience in consulting, product management or sales operations, or similar roles that have direct experience working with customers to help them realize value 

  • Consulting or roles with direct customer facing experience a plus

  • Impressive track record of high customer retention and revenue expansion desired

  • Integration technology knowledge

  • Fluent in both Japanese and English. To interact with customers who are based locally and overseas.

Soft Skills / Personal Characteristics

  • Strong sense of customer empathy and being customer centered

  • Excellent interpersonal, communication, and persuasion skills

  • Strong problem solving and analytical thinking skills

  • Ability to collaboratively build assets and materials for customers and colleagues 

  • Entrepreneurial drive and comfort working in ambiguous, quickly-changing environment

  • A passion for and belief in the power of automation to drive business value

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Workato fosters an environment where diversity is celebrated and employees feel a sense of community and belonging. Our ability to win together as a team and to better each other is strengthened through our global perspectives, cultures, and identities. Your responses to the following questions are used (in aggregate only) for anonymized reporting related to our diversity and inclusion efforts. Your responses will not be associated with your specific application, will not be shared with the hiring team, and will not in any way be used in the hiring decision.

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