Manager, Commercial Customer Success

The Role

The Manager of Customer Success for Growth will be leading one of the most strategic parts of Workato’s global business. This leader will develop experiences to drive customer success and retention, leveraging the most effective and efficient tools and processes to provide world-class experiences to one of our largest sets of customers. This leader will be responsible for architecting the engagement journey for existing Growth customers. The innovations incubated in this business unit will be leveraged by the entire organization to provide the most engaging and customer centric experience for our customers. 

Responsibilities

• Fully own customer outcomes for Workato’s Growth customers, including value realization and retention

• Deliver an end-to-end customer journey and experience for Workato’s Growth customers, driving product consumption and the value customers get from Workato’s platform

• Ensure broad adoption of the best digital experiences across the entire portfolio of Workato customers

• Closely partner with all cross-functional teams, especially with Marketing and Product, to create a seamless and rich customer experience 

• Forecast customer health and churn in accordance with Workato best practices, both in terms of accuracy and timeliness, and develop programs to improve customer retention

• Leveraging data to measure the effectiveness of programs and identify strategic opportunities for improvement

• Implement an engagement strategy that ensures all Growth customers are proactively engaged, adopting Workato in a manner that leads to improved customer retention and expansion

• Build and manage a high-performing Customer Success team, including facilitation of the recruitment process, and fostering a results-driven culture of collaboration and creativity

Qualifications

• Experience leading customer success teams or equivalent (Customer Success Managers, Account Management, Customer Marketing, Demand Gen, Customer Experience) 

• Experience owning retention metrics

• Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans

• Excellent partnership and influencing skills. Demonstrated success working cross-functionally with other departments to get things done.

• Strong business acumen and a focus on the whole business

• Growth mindset, positive attitude, empathetic, and high energy

• Ownership-first mentality, leaning into challenging goals with an excitement that motivates the team

Preferred Qualifications

• 2+ years of people-management/team-lead experience preferred

• Experience implementing AI in the customer success space

• Experience working on or with SaaS product-led-growth teams

• Consulting background

• Experience in B2B SaaS

• Must be comfortable working primarily in US business hours.

(REQ ID: 2987)