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Scale Customer Success Manager

London, United Kingdom

About Workato

Workato is the only integration and automation platform that is as simple as it is powerful — and because it’s built to power the largest enterprises, it is quite powerful. 

Simultaneously, it’s a low-code/no-code platform. This empowers any user (dev/non-dev) to painlessly automate workflows across any apps and databases.

We’re proud to be named a leader by both Forrester and Gartner and trusted by 7,000+ of the world's top brands such as Box, Grab, Slack, and more. But what is most exciting is that this is only the beginning. 

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

The Customer Success Team at Workato is the frontline for developing customer champions, driving product adoption, and empowering teams to fulfill their goals so that they renew and expand. Our Scale segment of customers represent the largest segment by volume, and are supported through a unique combination of digital-led programs, strategic 1:many initiatives, and targeted high-impact 1:1 human engagements.

We are seeking a Scale Customer Success Manager to work with customers in our Scale segment. The Scale CSM will work with customers in strategic 1:1 engagements for high-impact customer objectives or by facilitating 1:many success programs to impact target customer groups. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of Workato.

This is a high impact role that will play a key part in building out the strategy for proactive and reactive engagement with Workato’s Scale customers.

Responsibilities:

  • Own a portfolio of Scale customers to increase adoption, deepen engagement, and grow retention rates.
  • Work directly with Workato’s Scale customers to help them achieve their desired outcomes and achieve success with the product.
  • Resolve inbound customer requests in an efficient and powerful manner
  • Identify, design, and help customers achieve their goals with Workato, achieving long-term retention and growth.
  • Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio
  • Proactively engage 1:1 with targeted customers based on data signals to ensure the adoption and growth of Workato
  • Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as custom group trainings/webinars, new collateral, and Workato integrations
  • Represent the voice of the customer and influence the product development roadmap.
  • Partner with Sales, Technical Consulting, and Product teams to ensure the customers' retention and maximize the account potential with an excellent customer experience 

About you:

  • 3+ years of experience in customer-facing roles.
  • Strong sense of customer empathy and being customer-centered
  • Excellent interpersonal, communication, and persuasion skills
  • Strong problem solving and analytical thinking skills
  • High level of technical acumen to engage in discussions with customers who are very systems minded
  • Ability to connect technical capabilities to measurable business outcomes 
  • Entrepreneurial drive and comfort working in ambiguous, quickly-changing environment
  • A passion for and belief in the power of automation to drive business value
  • Familiarity with integration technology landscape

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