Manager Commercial Customer Success

Workato, Inc.; Bengaluru; On-site; INR 2,400,000 - 4,200,000; Full time

Job summary

Workato, Inc. is seeking a renowned Manager of Customer Success for Growth to lead strategic initiatives across its global customer base. You will architect engagement journeys, drive product consumption, and ensure superior customer experiences that translate into retention and expansion.

The role requires building scalable processes, partnering with Marketing and Product, and mentoring a high-performing team to deliver world-class outcomes for Growth customers.

Qualifications

• Experience leading customer success teams or equivalent.
• Experience owning retention metrics.
• Strong verbal and written communication skills.

Responsibilities

• Fully own outcomes for Growth customers, including value realization and retention.
• Deliver end-to-end customer journey and experience, driving product usage and value realization.
• Ensure broad adoption of digital experiences across the portfolio.
• Collaborate with Marketing and Product to create a seamless customer experience.
• Forecast health and churn, and develop programs to improve retention.
• Leverage data to measure program effectiveness and identify opportunities for improvement.
• Build and manage a high-performing Customer Success team and recruit as needed.

Skills

Customer Success

Leadership

Retention metrics

Cross-functional collaboration

Communication

Business acumen

Growth mindset

Ownership

Job description

Job Description:

About Workato

Workato is the leading Control and Execution Platform for Enterprise AI — the neutral platform enterprises trust to put AI to work across their business. Workato unifies data, applications, and processes into a single platform so AI can reliably orchestrate business processes in production at enterprise scale. Built on more than a decade of running mission-critical processes for over half the Fortune 500 — including Nasdaq, Amazon, Cisco, Vodafone, Atlassian, and Lucid Motors — Workato turns over 14,000 enterprise systems AI needs to act on into one governed execution layer. For more information, visit 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.

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

The Role

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.

Responsibilities

• 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

Qualifications

• Experience leading customer success teams or equivalent (Customer Success Managers, Account Management, Customer Marketing, Demand Gen, Customer Experience)
• Experience owning retention metrics
• Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans
• 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
• Growth mindset, positive attitude, empathetic, and high energy
• Ownership-first mentality, leaning into challenging goals with an excitement that motivates the team

Preferred Qualifications

• 2+ years of people-management/team-lead experience preferred
• Experience implementing AI in the customer success space
• Experience working on or with SaaS product-led-growth teams
• Consulting background
• Experience in B2B SaaS
• Must be comfortable working primarily in US business hours.