Enterprise Customer Success Manager

Workato, Inc.

Job Overview

Location

Toronto, Canada

Job Type

Full-time

Full Job Description

📋 Description

• Own a portfolio of enterprise accounts with ARR ranging from $200k to multi-million, ensuring value realization, adoption, retention, and satisfaction through the Workato Agentic Orchestration Platform.
• Serve as a trusted advisor and primary point of contact for enterprise customers, acting as the liaison between customers and internal teams including Sales, Solution Consulting, Professional Services, Product, and Marketing.
• Develop and maintain strategic relationships with senior customer executives to align Workato’s platform with their transformation initiatives, delivering Customer Objectives Reviews and Executive Business Reviews.
• Create and manage Joint Success Plans that map customer business initiatives to Workato deployment progress, value achieved, and future roadmaps.
• Monitor and communicate customer achievement of desired outcomes, effectively telling the story of value to both internal stakeholders and external customer stakeholders.
• Guide customers on their Enterprise Agentic Orchestration journey by leveraging deep knowledge of Workato’s value propositions, use cases, best practices, and technical capabilities.
• Drive adoption and expansion of Workato across multiple business units and functions within enterprise accounts, including HR, Finance, Marketing, Sales, and Post-Sales Customer Organizations.
• Serve as the primary escalation point for customer issues, prioritizing and orchestrating timely resolutions across internal teams.
• Build and nurture communities of customer champions and advocates within large organizations to amplify platform adoption and advocacy.
• Professionally manage your book of business with accurate reporting, growth plans, and risk mitigation strategies aligned to established playbooks and documentation standards.
• Contribute to the evolution of the Customer Success practice by developing playbooks, improving processes, and driving operational efficiency.
• Maintain expertise in integration and business automation domains, applying knowledge of enterprise deployment models and governance structures to advise customers.
• Demonstrate strong written and oral presentation skills to engage stakeholders at all levels, from developers to C-suite executives.
• Operate with autonomy in ambiguous, fast-paced environments while maintaining urgency and accountability to deliver customer outcomes.
• Balance customer empathy with revenue accountability, consistently aligning customer success with business growth objectives.
• Travel approximately 25% of the time to meet with enterprise customers in person.

🎯 Requirements

• BS or equivalent education
• 7+ years of professional experience in customer success, consulting, client relationship, or technical account management with a track record of managing enterprise accounts ($200k–multi-million ARR)
• Proven experience managing portfolios of enterprise customers within the Forbes Global 2000
• Demonstrated success in driving adoption, retention, and revenue expansion in SaaS or iPaaS environments
• Strong ability to engage business and technical stakeholders from developer to C-level
• Experience in integration, business automation, or digital transformation initiatives

🏖️ Benefits

• Flexible, trust-oriented culture with full ownership of role
• Emphasis on balancing productivity with self-care
• Vibrant and dynamic work environment
• Remote work flexibility with 25% travel requirement
• Opportunity to work with 50% of the Fortune 500
• Culture recognized by Business Insider, Forbes Cloud 100, Deloitte Tech Fast 500, and Quartz as top workplace for remote workers

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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