Customer Success Manager

workato•San Francisco, CA

50d•$95,000 - $140,000

About The Position

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 Growth segment of customers represent a strategic opportunity of high volume customers, and are supported through a unique combination of CSM engagement, digital-led programs, strategic and 1:many initiatives. We are seeking a Customer Success Manager to work with customers in our Growth segment. The Growth CSM will work with a portfolio of customers to drive high-impact customer outcomes and 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 with Workato's Growth customers. You will also be responsible to: Own a portfolio of 70 Growth customers as their dedicated CSM to increase consumption, deepen engagement, and grow retention rates. Work directly with Workato's Growth customers to help them achieve their desired outcomes and achieve success with Workato. Proactively drive implementation of new use cases with Workato, identifying new department and product capability whitespace for customers. Influence customers in their automation, orchestration, and agentic roadmap planning as it relates to Workato. Contribute to overall team strategy and ongoing 1:many customer engagements. Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as custom group trainings/webinars, new collateral, targeted video engagement, and Workato integrations Represent the voice of the customer and influence the product development roadmap.

Requirements

3+ years of experience in customer-facing roles.
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
Familiarity with integration technology landscape
Strong sense of customer empathy and being customer-centered
Excellent interpersonal, communication, and persuasion skills
Strong problem solving and analytical thinking skills
Entrepreneurial drive and comfort working in ambiguous, quickly-changing environment
A passion for and belief in the power of automation to drive business value

Responsibilities

Own a portfolio of 70 Growth customers as their dedicated CSM to increase consumption, deepen engagement, and grow retention rates.
Work directly with Workato's Growth customers to help them achieve their desired outcomes and achieve success with Workato.
Proactively drive implementation of new use cases with Workato, identifying new department and product capability whitespace for customers.
Influence customers in their automation, orchestration, and agentic roadmap planning as it relates to Workato.
Contribute to overall team strategy and ongoing 1:many customer engagements.
Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as custom group trainings/webinars, new collateral, targeted video engagement, and Workato integrations
Represent the voice of the customer and influence the product development roadmap.

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