Enterprise Customer Success Manager New New York, New York

Workato Inc; Denver (CO); On-site; USD 122,000 - 160,000; Full time

Job summary

An established industry player is seeking a dynamic Enterprise Customer Success Manager to join their growing team. This role focuses on ensuring customer success through the adoption of an innovative automation platform. As a trusted advisor, you will engage with enterprise clients, guiding them through their automation journey while fostering strategic relationships. The ideal candidate will have a strong background in customer success, excellent communication skills, and a passion for technology. Join a vibrant culture that values self-care and productivity, and make a significant impact on customer satisfaction and retention.

Qualifications

• 7+ years in customer success or technical account management roles.
• Experience with enterprise accounts and increasing customer satisfaction.

Responsibilities

• Manage a portfolio of enterprise customers to drive adoption and satisfaction.
• Develop strategic relationships with customer executives to achieve objectives.

Skills

Customer Success Management

Technical Account Management

Consulting

Client Relationship Management

Integration and Business Automation

Project Management

Analytical Thinking

Communication Skills

Problem Solving

Education

Bachelor's Degree or Equivalent

Job description

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today’s fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com .

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.

If this sounds right up your alley, please submit an application. We look forward to getting to know you!

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

We are growing our Enterprise CS team and looking to add an exceptional Enterprise Customer Success Manager. In this role, you will work with our Enterprise customers and ensure their success via the rapid adoption of the Workato Intelligent Automation Platform. As an Enterprise Customer Success Manager, you will play an integral role in our business as a trusted customer advisor and serve as the customer advocate liaison between customers and internal teams, including Sales, Solution Consulting, Professional Services, Product, and Marketing, among others.

In this role, y ou will also be responsible to:

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, our customer use cases/success stories, and our best practices. Leverage the aforementioned knowledge and your technical Workato product expertise to guide the customer on their Enterprise Automation journey.

Develop and maintain strategic business relationships with enterprise customers to drive adoption, assess and evangelize value received, and assist in 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 delivering Customer Objectives reviews, Executive Business reviews, etc.

Develop a deep understanding of a customer's business, use cases, and desired outcomes to guide them to achieve these via Workato’s product and services. Develop and drive programs to increase usage of the product within the current (landed) group and expand usage to other business groups/functions

Create customer assets, including a Joint Success Plan, to be leveraged by our sponsors, outlining progress with Workato mapped to their business initiatives, value, deployment plans, etc.

Monitor customers' achievement of desired outcomes and value, consistently and effectively telling the story of these 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 point of escalation when customer issues arise and effectively prioritize/orchestrate resolution of customer requests or issues

Develop trusted and collaborative relationships with internal stakeholders and business partners; and champion customers internally to mitigate risk, improve customer experience, drive to value outcomes, and unlock growth

Professionally manage your book of business and provide periodic and accurate reporting, develop growth and risk mitigation plans, following our playbooks, best practices, and documentation requirement

Contribute to the development of Customer Success practice, develop playbooks, and drive process innovation and operational efficiency

Requirements

Qualifications / Experience / Technical Skills

BS or equivalent education

7+ 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 customer satisfaction. Experience managing a portfolio of enterprise accounts, with account ARR ranging from ~$200k to multi-million 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

Preference will be given to candidates who:

Have prior experience as an Account Manager, Senior Member of SI/consulting firms, or CSM in hyper-growth horizontal SaaS/iPaaS companies preferred

Have prior experience in leading/driving/consulting in Digital Transformation initiatives

Are in US/Canada Central or East Time Zones -or-

Are within driving distance of our United States office locations:

Soft Skills / Personal Characteristics

Ability to develop an understanding of large complex businesses with many stakeholders

Comfortable operating with revenue targets

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

Project management and 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

Project management and storytelling skills

Have a keen intellectual curiosity, a detailed orientation approach, and possess 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

Show an appreciation for nuance and a desire to build consensus in a diverse and multicultural environment

For New York City applicants, the pay for this role may range between $122,000 - $160,000 plus variable, benefits, perks and equity.

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