Customer Success Manager, Embedded

Responsibilities

Workato’s fastest growing business unit works with customers that embed Workato into their core product and include it or sell it as a companion product.  We work with customers to help them develop a business plan, build the product, and design a Go to Market strategy that will get their customers excited about deploying integrations and automations. We’re looking for an ambitious Customer Success Manager that is experienced at providing guidance on business strategy, designing technical solutions, and establishing successful adoption plans.

As a Customer Success Manager in Workato’s Embedded Business Unit, you will be responsible for guiding customers along their journey to ensure they successfully develop their integration product, sell and deploy it, and drive adoption among end customers. This starts with understanding the Executive Sponsor’s goals and how they measure success.  A CSM is also responsible for ensuring that the customer team is fully enabled on the platform and has thoughtfully considered the best way to design and build the technical solution.  In addition, CSMs are responsible for developing meaningful relationships with Executive Sponsors, Champions, and individuals at all levels of the customer’s organization.  Ultimately, the CSM is responsible for helping customers achieve their goals and managing their book of business in a way that helps Workato achieve its net revenue retention and other key business metrics.

RequirementsQualifications / Experience / Technical Skills

• Experience with successful product development, launch, and growth

• Background in business planning process development and evolution

• Involvement in the development or execution of sales enablement strategies

• End to end Beta program development and execution

• Strong background designing and implementing technical solutions

• Good understanding of the software development lifecycle

• Track record of delivering on ambitious renewal rates, consumption goals and other key company objectives

• 7+ years of experience in product management, consulting, or customer success

• BS/BA or equivalent education; MBA preferred

• Awareness of how to create compelling pricing strategies

• Familiarity with developing marketing plans

• Excellent problem solving and troubleshooting skills

• Escalation management experience

• Adoption plan development

Soft Skills / Personal Characteristics

• Excellent interpersonal, communication, and persuasion skills

• Ability to take control of ambiguous situations and provide direction