Senior Customer Success Manager

📋 Description

• • Serve as the primary point of contact for assigned commercial customers to ensure successful adoption and retention of the Workato Intelligent Automation Platform.
• • Drive customer success by developing and maintaining strategic business relationships that foster long-term engagement and expansion.
• • Provide expert-level technical knowledge of Workato’s platform, including deployment models and governance structures, to guide customers through implementation and optimization.
• • Educate cross-functional teams—including People (HR), Finance, Marketing, Sales, and Customer Operations—on the business value delivered through automation workflows.
• • Design and implement programs to increase product usage within existing customer accounts and identify cross-sell opportunities across departments.
• • Act as the primary escalation point for critical customer issues, leading troubleshooting efforts and ensuring timely, effective resolutions.
• • Conduct quantitative and qualitative analysis of customer data to inform team strategy, product roadmap decisions, and success metrics.
• • Serve as a trusted advisor and internal advocate for customers, ensuring their needs and feedback are represented across Workato teams.
• • Mentor and coach junior Customer Success Managers to enhance team capabilities and promote best practices in customer success.
• • Collaborate with Sales, Product, and Engineering teams to align customer outcomes with platform capabilities and future innovations.
• • Manage multiple customer onboarding initiatives simultaneously, ensuring timely, high-quality delivery within defined timelines.
• • Maintain a deep understanding of large, complex enterprises with multiple stakeholders and decision-making layers.
• • Operate with a strong sense of ownership and accountability for customer retention, expansion, and satisfaction metrics.
• • Be available to work full-time during US business hours to align with customer schedules and internal teams.
• • Proactively identify risks and opportunities in customer accounts, initiating actions to mitigate churn and drive revenue growth.
• • Stay current on industry trends in integration, business automation, and digital transformation to provide forward-looking guidance to customers.
• • Translate complex technical concepts into clear, compelling business value propositions for non-technical stakeholders.
• • Demonstrate entrepreneurial initiative by identifying new ways to enhance customer success processes and scale impact across the commercial segment.
• • Contribute to the development of customer success playbooks, training materials, and operational frameworks to standardize and improve team performance.