Senior Customer Success Manager at Workato

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Enterprise Software, SaaSIndustries

Requirements

BS or equivalent education
5+ years of experience in consulting, customer success management and technical account management. Prior experience as an Account Executive, Senior Member of a large consulting firm or CSM in SaaS/iPaaS preferred
Experience in Integration and/or business automation
Understanding of large complex businesses with many stakeholders
Awareness of each of the following roles day to day processes and expertise in several: People (HR), Finance, Marketing, Sales, and Post Sales Customer Organizations
Comfortable operating with revenue targets
Impressive track record of high customer retention and growth
Strong sense of customer empathy and customer-centrism
Excellent interpersonal and communication skills
Strong problem solving and analytical thinking
Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
A passion for and belief in the power of automation
Be available to work US hours

Responsibilities

Develop and maintain strategic business relationships with customers to drive adoption and retention
Provide technical Workato product expertise
Be the expert in deployment models and governance structures and share best practices from a business and technical perspective
Educate People, Marketing, Sales, Customer and Finance Operations on the business value achieved through automating their processes
Develop and implement processes and programs to increase usage of the product within the current group and drive cross sell opportunities within other groups
Actively coach and mentor the broader CSM team, contributing to overall team development
Serve as the primary point of escalation when customer issues arise, troubleshoot, and ensure quick resolution
Provide quantitative/qualitative analysis to inform team decision-making and product roadmap
Become the trusted customer advisor and be the customer advocate within Workato
Work with customers to ensure the success and adoption of the Workato Intelligent Automation Platform
Responsible for the success of an assigned set of customer onboardings in a timely and productive manner

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementOnboardingAdoptionAutomation PlatformCustomer EngagementCommercial Accounts

Questions & Answers

Common questions about this position

What is the work arrangement or location policy for this role?

Quartz ranked Workato the #1 best company for remote workers, indicating strong support for remote work. The role requires availability to work US hours.

What are the key responsibilities of the Senior Customer Success Manager?

Key responsibilities include developing strategic customer relationships to drive adoption and retention, providing technical product expertise, coaching the CSM team, serving as escalation point for issues, and acting as a trusted customer advisor.

What is the company culture like at Workato?

Workato fosters a flexible, trust-oriented culture that empowers employees to take full ownership of their roles, driven by innovation and teamwork, while balancing productivity with self-care.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What makes a strong candidate for this Senior Customer Success Manager role?

Strong candidates are exceptional team players with expertise in Workato deployment models, governance, and technical product knowledge, who can build strategic relationships, coach teams, drive adoption, and work US hours.

Workato

Cloud-based automation and integration platform

About Workato

Workato provides a cloud-based platform for automating and integrating business processes using artificial intelligence. The platform helps organizations improve efficiency by unifying integration and automation, which reduces the complexity of using multiple tools and helps eliminate data silos. Workato's features include automated ticket escalation, threat detection, compliance management, and support for remote work, making it suitable for businesses of all sizes. The company operates on a subscription model, allowing clients to access its services for a recurring fee, which supports steady revenue growth. A standout feature, AI@Work, enables users to create intelligent systems by incorporating AI into their operations, making technology more accessible and facilitating business transformation. Workato's platform is designed to adapt to changing business needs while lowering operational costs and speeding up the implementation of integrations and automations.

Mountain View, CaliforniaHeadquarters

2013Year Founded

$403.7MTotal Funding

SERIES_ECompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Flexible working arrangements

EAP

Health insurance

Stock options

Professional development

PTO

Company events & recreation time

Risks

Emerging AI-driven platforms may erode Workato's market share with competitive pricing.

Rapid AI advancements require Workato to invest heavily in R&D to stay competitive.

Economic downturns could reduce client spending on Workato's subscription services.

Differentiation

Workato offers AI-driven automation with a focus on security and governance.

The platform supports low-code/no-code integrations, empowering non-technical users.

Workato's Virtual Private Workato caters to highly regulated industries with stringent security needs.

Upsides

Growing demand for AI-driven automation in healthcare boosts Workato's market potential.

Hybrid work models increase the need for Workato's remote work helpdesk features.

Rising interest in low-code/no-code platforms aligns with Workato's AI@Work feature.

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