Commercial Customer Success Manager (Contract)

Workato; München; Vor Ort; EUR 60.000 - 100.000; Vollzeit

Benefits dieser Stelle

Flexible Working Arrangements

Great Employee Benefits

Professional Development Opportunities

Dedicated Wellness & Recreation Time

Zusammenfassung

Workato is seeking an exceptional Customer Success Manager to own a portfolio of assigned accounts, focusing on value realization through the Workato platform, driving adoption across business units, ensuring retention, supporting growth, and overall customer satisfaction.

You will develop strong relationships with senior customer executives, guide them on their Enterprise Orchestration & AI journey, and build Joint Success Plans to map Workato value to strategic initiatives.

Qualifikationen

• 5+ years of professional experience in consulting, customer success, client relationship or technical account management roles.
• Experience driving adoption, retention and revenue growth in a large PaaS/enterprise automation environment.
• Strong written and oral communication skills with the ability to engage both business and technical stakeholders.

Aufgaben

• Own a portfolio of assigned accounts, focusing on value realization through the Workato platform.
• Increase adoption across multiple business units, ensure retention, support growth and overall customer satisfaction.
• Develop and maintain strategic business relationships with customers to drive adoption and revenue expansion.
• Establish regular touchpoints with customers to review progress against strategic objectives.
• Create customer assets like Joint Success Plans to map Workato value to initiatives.

Kenntnisse

Customer success

Account management

Relationship building

Stakeholder management

Executive communication

Cross-functional collaboration

English fluency

German language

Ausbildung

BS/MS required

Jobbeschreibung

• This is a temporary position for 6 months with possible extension
• We are looking for an exceptional Customer Success Manager to join our growing team
• In this role, you will own a portfolio of assigned accounts that may vary in market size, industry, and complexity, with a focus on ensuring value realization through the use of the Workato platform, increasing adoption across a variety of business and functional units, ensuring retention, supporting growth, and overall customer satisfaction
• Develop a strong command of Workato’s unique value propositions, the business value our key capabilities drive, our approach to Enterprise Automation, Orchestration, and AI, our customer use cases and success stories, and our best practices. Leverage the aforementioned knowledge to guide the customer on their Enterprise Orchestration & AI journey and help them think differently. Work with customers on building out the AI roadmap
• Develop and maintain strategic business relationships with customers to drive adoption, assess and evangelize the value received, and support revenue expansion. Establish regular touchpoints with the assigned customers per established practices, to review progress against strategic business and technical product objectives
• Develop and maintain engagement with senior customer executives to understand their strategic objectives and position Workato for their transformation initiatives, including delivery of Customer Objectives reviews, Exec Business reviews, etc
• Develop a deep understanding of a customer’s business, use cases, and desired outcomes in order to guide them to achieve these via Workato’s product and services. Develop and drive programs to increase product usage within the current (landed) group and expand it to other business groups/functions
• Create customer assets, including a Joint Success Plan, to be leveraged by our sponsors that outline progress with Workato mapped to their business initiatives, value, deployment plans, etc
• Monitor customers’ achievement of desired outcome and value, consistently and effectively telling the story of both to internal stakeholders and externally to key customer stakeholders
• Be the expert in deployment models and governance structures and share best practices from a business and technical perspective
• Serve as the primary escalation point for customer issues, and effectively prioritize and orchestrate the resolution of customer requests or issues
• Develop trusted, collaborative relationships with internal stakeholders and business partners, and champion customers internally to mitigate risk, improve the customer experience, drive value outcomes, and unlock growth
• Professionally manage your book of business and provide periodic and accurate reporting, develop growth and mitigation plans, following our best-practices and documentation requirements
• Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency
• Run hackathons and bootcamps to drive product adoption and consumption
• Actively engage in sales activities to drive revenue growth and customer expansion

Benefits

• Flexible Working Arrangements: We want to empower our employees to give us their 110%, and still be able to fully live their personal lives beyond what they do at Workato.
• Great Employee Benefits: Our employee benefits are designed not just to help everyone at Workato fulfill their basic and tangible needs, but also feel appreciated for their contributions to the company.
• Professional Development Opportunities: We are invested in the long-term professional development of our people, beyond what they bring to the table on their first day at work.

We support individual career ambitions, and set aside training programs and budgets they can tap on to upgrade both soft and hard skills.

• Dedicated Wellness & Recreation Time: We make it a point to dedicate time to pause, recharge and get to know each other better.

From virtual game nights to fitness sessions, there’s always time for a little fun on the calendars.

Passion for technology, enjoy learning new solutions and capabilities, and translating these into solutions that drive business value for customersConfidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizationsBS or equivalent technical education. MBA a plusStrong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Developer to C-level)Prior Experience in Digital Transformation and/or consulting firms preferredExperience in Integration and/or business automation. Awareness of processes and roles in these domains would be a plus; People (HR), Finance, Marketing, Sales, and Post Sales Customer OrganizationsHave keen intellectual curiosity, a strong orientation to detail, and analytical abilitiesExperience managing a portfolio of accounts, with account ARR ranging from ~$100k to multi-million dollar ARR across the Forbes Global 2000 companiesPrior experience as a Sr CSM, Account Manager or Sales Executive in a large PaaS preferredEntrepreneurial drive and comfort working in ambiguous, quickly-changing environmentsGrit and resilience to manage occasional tough & complex situationsBe a self-motivated team player who loves to drive Impact beyond their current roleA passion for and belief in the power of automation to drive business valueTrack record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomesStorytelling skillsFluency in English, both written and spokenAbility to develop an understanding of large complex businesses & Mid market customers with many stakeholders. Ability to build relationships across levels with customers5 + years of professional experience in consulting, customer success, client relationship or technical account management roles with a demonstrated track record of increasing adoption, revenue retention and driving NRR GrowthStrong familiarity with the AI ecosystem, with the ability to articulate market trends, identify common implementation challenges, and recommend AI-driven solutions that align with strategic business objectivesExcellent interpersonal and communication skillsStrong problem-solving and analytical thinkingStrong sense of customer empathy and customer-centricity