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Manager, Customer Success

Palo Alto, California

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

The Manager of Customer Success for Growth will be leading one of the most strategic parts of Workato’s global business. This leader will develop experiences to drive customer success and retention, leveraging the most effective and efficient tools and processes to provide world-class experiences to one of our largest sets of customers. This leader will be responsible for architecting the engagement journey for existing Growth customers. The innovations incubated in this business unit will be leveraged by the entire organization to provide the most engaging and customer centric experience for our customers. 

 In this role, you will also be responsible to:

  • Fully own customer outcomes for Workato’s Growth customers, including value realization and retention

  • Deliver an end-to-end customer journey and experience for Workato’s Growth customers, driving product consumption and the value customers get from Workato’s platform

  • Ensure broad adoption of the best digital experiences across the entire portfolio of Workato customers

  • Closely partner with all cross-functional teams, especially with Marketing and Product, to create a seamless and rich customer experience 

  • Forecast customer health and churn in accordance with Workato best practices, both in terms of accuracy and timeliness, and develop programs to improve customer retention

  • Leveraging data to measure the effectiveness of programs and identify strategic opportunities for improvement

  • Implement an engagement strategy that ensures all Growth customers are proactively engaged, adopting Workato in a manner that leads to improved customer retention and expansion

  • Build and manage a high-performing Customer Success team, including facilitation of the recruitment process, and fostering a results-driven culture of collaboration and creativity

Requirements

Qualifications / Experience / Technical Skills

  • Experience leading customer success teams or equivalent (Customer Success Managers, Account Management, Customer Marketing, Demand Gen, Customer Experience) 

  • Experience owning retention metrics

  • Excellent partnership and influencing skills. Demonstrated success working cross-functionally with other departments to get things done.

  • Strong business acumen and a focus on the whole business

Soft Skills / Personal Characteristics

  • Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans

  • Growth mindset, positive attitude, empathetic, and high energy

  • Ownership-first mentality, leaning into challenging goals with an excitement that motivates the team

Preferred Qualifications

  • Experience managing an offshore team

  • Experience implementing AI in the customer success space

  • Experience working on or with SaaS product-led-growth teams

  • Consulting background

  • Experience in B2B SaaS

(REQ ID: 2109)

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