Commercial Customer Success Manager - Contract

Workato; Barcelona; Presencial; EUR 90.000 - 140.000; Jornada completa

Descripción de la vacante

Workato in Barcelona is seeking an exceptional Customer Success Manager to own a portfolio of accounts, ensuring value realization through the Workato platform, driving adoption, retention and expansion across business units.

The role requires 5+ years in customer success or related fields, strong executive relationship skills, English fluency, and ability to manage ARR across Forbes Global 2000 clients; temporary 6-month assignment with potential extension.

Formación

• BS or equivalent technical education; MBA a plus.
• 5+ years in consulting, customer success, client relationship, or technical account management with evidence of adoption and retention.
• Proven track record in managing a portfolio and driving revenue growth.
• Experience as Sr CSM, Account Manager, or Sales Executive in large PaaS environments preferred.
• Fluency in English with strong communication and presentation skills.

Responsabilidades

• Own a portfolio of accounts, ensure value realization through Workato and drive adoption.
• Maintain executive relationships and drive retention and expansion across business units.
• Lead Customer Objectives reviews, Exec Business reviews, and strategy discussions.
• Develop understanding of customers’ business and guide them to outcomes using Workato.
• Create Joint Success Plans and tracking to map Workato value to business initiatives.
• Provide periodic reporting and develop growth and mitigation plans.
• Serve as escalation point for issues and orchestrate resolutions.
• Collaborate with internal teams to ensure customer satisfaction and success.
• Run enablement programs, bootcamps, and hackathons to boost adoption.
• Contribute to the Customer Success practice with playbooks and process improvements.
• Support sales activities to drive revenue growth and customer expansion.

Conocimientos

Customer success

Account management

Relationship building

Communication

English fluency

Educación

BS or equivalent technical education

MBA a plus

Descripción del empleo

About Workato

Workato delivers enterprise infrastructure for the agentic era, redefining iPaaS and helping enterprises unify data, applications, processes, and AI into a single, governed platform. A leader in Enterprise MCP and trusted by 50% of the Fortune 500, Workato’s cloud-native architecture connects every application, data source, and process to power real-time orchestration at scale. With enterprise-grade security and continuous innovation at its core, Workato provides the trusted foundation for organizations to automate with confidence and operationalize AI across the business. To learn more, visit www.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.

• 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

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.

In this role, you will also be responsible to:

• 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.

Requirements

Qualifications / Experience / Technical Skills

• BS or equivalent technical education. MBA a plus

• 5 + 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 Growth.

• Prior experience as a Sr CSM, Account Manager or Sales Executive in a large PaaS preferred.

• Experience managing a portfolio of accounts, with account ARR ranging from ~$100k to multi-million dollar ARR across the Forbes Global 2000 companies.

• Track record of successfully navigating ambiguity, building consensus, fostering accountability, and working with urgency to deliver customer outcomes.

• Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Developer to C-level).

• Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations.

• Experience 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 Organizations

• Prior Experience in Digital Transformation and/or consulting firms preferred.

• Strong 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 objectives.

• Fluency in English, both written and spoken.

Soft Skills / Personal Characteristics

• Ability to develop an understanding of large complex businesses & Mid market customers with many stakeholders. Ability to build relationships across levels with customers.

• Strong sense of customer empathy and customer-centricity.

• Grit and resilience to manage occasional tough & complex situations.

• Excellent interpersonal and communication skills.

• Strong problem-solving and analytical thinking.

• Storytelling skills.

• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments.

• A passion for and belief in the power of automation to drive business value.

• Have keen intellectual curiosity, a strong orientation to detail, and analytical abilities.

• Passion for technology, enjoy learning new solutions and capabilities, and translating these into solutions that drive business value for customers.

• Be a self-motivated team player who loves to drive Impact beyond their current role.