Customer Success Manager

Workato, Inc.

Job Overview

Location

Bangalore, India

Job Type

Full-time

Full Job Description

📋 Description

• Own a portfolio of enterprise customer accounts with ARR ranging from $100k to multi-million dollars, primarily from Forbes Global 2000 companies, ensuring value realization through Workato’s platform.
• Guide customers on their Enterprise Orchestration and AI journey by leveraging deep knowledge of Workato’s unique value propositions, use cases, and best practices to help them build AI roadmaps.
• Develop and maintain strategic relationships with enterprise customers to drive product adoption, assess value received, and support revenue expansion through regular touchpoints aligned with established practices.
• Engage with senior customer executives to understand their strategic objectives and position Workato as a key enabler of their digital transformation initiatives, including delivering Customer Objectives Reviews and Exec Business Reviews.
• Deeply understand customer business processes, use cases, and desired outcomes to recommend and drive implementation of Workato’s product and services for maximum impact.
• Create and maintain customer assets such as Joint Success Plans that map progress with Workato to business initiatives, value metrics, and deployment timelines for internal and external stakeholders.
• Monitor customer achievement of desired outcomes and effectively communicate success stories to both internal teams and key customer decision-makers.
• Serve as the primary escalation point for customer issues, prioritizing and orchestrating timely resolutions across internal teams to ensure high satisfaction and retention.
• Build trusted relationships with internal stakeholders and champion customer needs to mitigate risk, improve experience, drive value outcomes, and unlock growth opportunities.
• Professionally manage your book of business with accurate reporting, growth plans, and mitigation strategies following company best practices and documentation standards.
• Contribute to the evolution of the Customer Success practice by developing playbooks, driving process innovation, and improving operational efficiency.
• Run product adoption hackathons and bootcamps to increase usage and consumption of Workato across customer organizations.
• Actively participate in sales activities to identify and drive revenue expansion opportunities within existing accounts.
• Serve as an expert on deployment models and governance structures, sharing technical and business best practices across customer and internal teams.
• Build communities of customer champions and advocates across large, complex organizations with multiple stakeholders and functional units.
• Translate technical capabilities of Workato into tangible business value for customers in domains such as HR, Finance, Marketing, Sales, and Post-Sales Operations.

🎯 Requirements

• BS or equivalent technical education; MBA is a plus
• 5+ years of professional experience in customer success, consulting, client relationship, or technical account management with a proven track record of increasing adoption, revenue retention, and NRR growth
• Prior experience managing enterprise accounts with ARR from $100k to multi-million dollars, preferably as a Senior CSM, Account Manager, or Sales Executive in a large PaaS company
• Strong written and oral presentation skills with ability to engage business and technical stakeholders from developers to C-level executives
• Experience in integration and/or business automation; familiarity with HR, Finance, Marketing, Sales, and Post-Sales processes is a plus
• Prior experience in digital transformation or consulting firms preferred

🏖️ Benefits

• Flexible, trust-oriented culture that empowers employees to take full ownership of their roles
• Emphasis on balancing productivity with self-care
• Vibrant and dynamic work environment
• Access to a multitude of benefits for work and personal life
• Opportunity to work at a Forbes Cloud 100 company and Deloitte Tech Fast 500 winner
• Recognition as #1 best company for remote workers by Quartz

Skills & Technologies

Remote

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Workato, Inc.

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About Workato, Inc.

Workato provides low-code/no-code enterprise automation and integration software that connects applications, data, and business processes across cloud and on-premises systems. Its platform offers pre-built connectors, recipes, and AI-powered workflow orchestration for finance, HR, IT, sales, support, and marketing functions. The company enables organizations to automate tasks without extensive coding, reducing manual effort and accelerating digital transformation initiatives. Workato serves mid-market to large enterprises worldwide through a subscription-based SaaS model, emphasizing security, governance, and scalability for complex integrations.

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