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VP, Global Customer Success Management

Mountain View, California

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

We are excited to invite dynamic and experienced leaders to apply for the role of VP of Global Customer Success Management. In this key leadership position, you will be at the forefront of our global Customer Success team, reporting directly to our SVP of Customer Success. You will lead a diverse and inclusive team of dedicated professionals who guide our prospects and customers in realizing the full potential of Workato’s solutions. Your leadership will be pivotal in fostering an environment where excellence in customer service is the standard, and where every team member is empowered to contribute to our collective success. We welcome candidates from all backgrounds who are passionate about driving customer success and making a meaningful impact.

We at Workato have a positive, diverse and collaborative culture. We look for individuals who are curious, inventive, smart, hardworking, and strive to improve themselves every day. Our leaders are encouraged to lead by example and have a deep understanding of our teams, customers, and products. We value humility, collaboration, and achieving results. If you feel that you would fit in well with our culture, we encourage you to apply.

In this role, you will also be responsible to:

  • Develop, implement, and manage strategies to improve customer success outcomes across all touchpoints of the customer lifecycle.

  • Lead and manage a highly-skilled customer success management team and embody the excitement and passion for making our customers wildly successful.

  • Oversee the development of strategies to reduce churn rates, increase customer loyalty, and boost renewal rates.

  • Analyze customer feedback, data, and insights to identify patterns and trends in customer behavior, success strategies, and overall satisfaction.

  • Collaborate with key stakeholders to develop and execute strategies that make the company more customer-centric.

  • Work with the sales teams, product teams, and marketing teams to develop strategies for customer acquisition, retention, and engagement.

  • Leverage technology and automation to optimize customer success operations, automate outreach, increase operational efficiency, and reduce costs.

  • Measure and monitor the effectiveness of customer success initiatives by tracking key metrics, such as customer satisfaction, engagement, retention, and churn.

  • Prepare and present reports to executives and stakeholders on customer success initiatives and their impact on the business.

  • Stay up-to-date with industry trends, competitive landscape, and product capabilities.

  • Foster a culture of humility and collaboration by exemplifying these traits and coaching team members.

  • Implement a strong management operating cadence to ensure leadership and team activities align with company objectives.

Requirements

Qualifications / Experience / Technical Skills

  • Proven experience in a leadership role for 7+ years within CSM or other customer-centric functions, preferably as a Director or above.

  • Bachelor's degree or similar from an accredited university.  Other educational credentials may be accepted with compensating experience.

  • Demonstrated success in collaborating with cross-functional teams.

  • Strong coaching skills in relationship building, navigating organizations, negotiations, support and escalations, leadership, and communication.

  • Familiarity with customer success best practices and industry trends.

  • Experience working with integration or automation products in the past is beneficial but not required.

  • Up to 25% travel may be required.

Soft Skills / Personal Characteristics

  • Strong communication and relationship-building skills at all levels of an organization.

  • Empathy and a customer-centric mindset.

  • Excellent leadership and team management skills.

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