Workato is the operating system for today’s fast-moving business. As a high growth company with over 6000 customers, Workato is revolutionizing the integration and automation market with investments from the top 3 SaaS companies - Salesforce, Workday, ServiceNow. Recognized as a leader by both Gartner and Forrester, it is the only AI-based platform that enables both business and IT to integrate their apps and automate workflows across their enterprise with robust security and governance. Some of the world’s top brands including Slack, Grab, Box, Visa, Broadcom run on Workato.

We are looking for an exceptional Customer Success Manager (CSM) to join our growing team. In this role, you will be working with customers to ensure success and adoption of the Workato's Automation Platform. If you have a 'land and expand' mindset and experience, this is the role for you!

Workato has a positive, diverse, and collaborative culture—we look for people who are curious, inventive, smart, hardworking and work to be a little better every day. Workato has also been recognized amongst the “Top 47 Enterprise Startups to Bet Your Career On in 2020” and the “Hottest 13 Productivity Software Startups to Watch in 2020!” by Business Insider.

Responsibilities 

  • Develop and maintain strategic business relationships with enterprise customers

  • Develop and implement processes and programs to increase usage of the product within the current group and drive adoption within other groups

  • Grow into the account by up-selling and cross-selling for the customer's automotive process for any business functions.

  • Serve 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

  • Provide technical Workato product expertise and share best practices from a business and technical perspective

  • Become the trusted customer advisor and be the customer advocate within Workato

Requirements

Technical Skills

  • BS or equivalent education

  • This role requires a deep technical knowledge and background.

  • 5-7 years of experience in Consulting, Customer Success Management(CSM) or Technical Account Management

  • At least 3 years of experience as a CSM with SaaS/PaaS industry or organisation is a MUST

  • 3 + years experience with middleware tools (integration, workflow, API Management, Automation, Data Movement etc.) is a MUST

  • Knowledge of Java or any programming knowledge to understand customer's coding script is MUST

  • Impressive track record of high customer retention and growth

Soft Skills

  • 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

Why Workato?

At Workato, all full-time permanent employees will have the following Benefits. 

  • Travel Opportunities to our Global HQ - Mountain View, California and/or other locations for Trainings and Meetings 

  • Long-term prospects for a professional career

  • Flexible Work culture

  • Workato Stock Options

  • Pantry stocked with healthy snacks and drinks

  • Catered lunches provided

  • Referral Bonus (customer / employee)

  • Company-sponsored team building events

  • Wellness program that includes company paid massage therapy

  • Health benefits: Medical, dental, vision for you and family

  • Pre-tax benefits: Flexible spending account, 401k, commuter benefits

  • Company-paid life insurance

  • $300 towards health benefits of choice such as smartwatch, fitness tracker, gym membership

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