Senior Customer Success Manager

Responsibilities

• Work with customers to ensure the success and adoption of the Workato Intelligent Automation Platform.
• Be responsible for the success of an assigned set of customer onboardings in a timely and productive manner.
• Develop and maintain strategic business relationships with customers to drive adoption and retention.
• Provide technical Workato product expertise.
• Be the expert in deployment models and governance structures and share best practices from a business and technical perspective.
• Educate People, Marketing, Sales, Customer and Finance Operations on the business value achieved through automating their processes.
• Develop and implement processes and programs to increase usage of the product within the current group and drive cross-sell opportunities within other groups.
• Actively coach and mentor the broader CSM team, contributing to overall team development.
• Act as the primary point of escalation when customer issues arise, troubleshoot, and ensure quick resolution.
• Provide quantitative/qualitative analysis to inform team decision-making and product roadmap.
• Become the trusted customer advisor and be the customer advocate within Workato.
• Be available to work US hours.

Requirements

• BS or equivalent education
• 5+ years of experience in consulting, customer success management and technical account management.
• Prior experience as a Account Executive, Senior Member of a large consulting firm or CSM in SaaS/iPaaS preferred.
• Experience in Integration and/or business automation.
• Understanding of large complex businesses with many stakeholders.
• Awareness of each of the following roles day to day processes and expertise in several; People (HR), Finance, Marketing, Sales, and Post Sales Customer Organizations.
• Comfortable operating with revenue targets.
• Impressive track record of high customer retention and growth.
• Strong sense of customer empathy and customer-centrism.
• Excellent interpersonal and communication skills.
• Strong problem solving and analytical thinking.
• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments.
• A passion for and belief in the power of automation to drive business value.
• Prior Experience in Digital Transformation preferred.
• Experience in Integration and/or business automation.
• Past lead experience is a plus.