Customer Success Manager, Scale Automation

We are looking for an exceptional Customer Success Manager, Scale Automation, to join our growing team. In this role, you will play a key role in the improvement of our processes, systems, data accessibility, and operations that fuel customer value and expansion motions. You will partner closely with the CS Ops Manager, CS Ops Analysts, CSMs, BT Team, Data Teams, and leadership throughout the organization to build and improve areas that have meaningful retention impact. You’ll apply the framework principles of scalability, measurability, visibility, traceability, accountability, repeatability to the programs you lead in order to produce sustainable high-impact assets for the company. A big area of focus within the role will be around assisting in the scaling of a function within the CSM organization that deploys a 1:many model known as the scale team.

A successful candidate will be able to contribute net new items to the priority list while driving delivery and maintenance of existing and backlogged priorities, as well as help the team from an efficiency perspective by leveraging our internal Workato instances to build business processes at scale with powerful and timely delivery. Your experience and vision will be critical to driving the most impact over time through various projects and programs. With Workato running on Workato, documentation of business processes will be key in the overall effort of sharing internal business processes with customers via first-hand experience.    

This is a remote role, candidates based anywhere in North America are welcome to apply! In this role, you will also be responsible to:

• Proactively identify key areas in need of enhancement or creation, that are in support of company goals and create programs/solutions to address them.

• When driving these strategic programs, ensure they have direct measurable impact on revenue retention, through strategic, well crafted, organized, semi autonomous solutions.

• Partner with cross-functional teams and stakeholders within Customer Success, Business Technology, Data/Product Teams, Enterprise Architecture, Sales Ops, and Sales

• Build strategic relationships with these global & cross-functional partners to drive improvements to launched programs, while maintaining them overtime

• Ensure programs are effectively prioritized, resourced and executed to meet long term objectives as well as near term deliverables.

• Build program frameworks and execution plans that are adoptable, and positively impact the day to day of internal employees and ultimately directly or indirectly felt by customers 

• Over communicate within change management situations through clear documentation and trainings

• Improve day to day efficiency within the post sale team by building programs within our operating framework that include principles such as:

  1. Visibility

  2. Traceability

  3. Accountability

  4. Repeatability

  5. Measurability

  6. Scalability

• Work closely with our CS Analysts to ensure data elements are defined, well represented in the project plan, and are appropriately slotted within roadmaps if not readily available

• BS or equivalent education

• Background in information systems, or equivalent industry experience preferred

• Proficient at requirement gathering, and various lifecycle stages through project execution

• Experience working with cloud business apps such as Salesforce, NetSuite, Snowflake, Smartsheet

• Technical background or a good understanding of technology and integration industry trends

• Deep experience within post sale Customer Success organizations within the SaaS or Enterprise software markets

• Deep experience within program management / Success operations functions 

• Experience working with Integration Platforms such as Workato, TIBCO, Dell Boomi, Mule Soft, etc.

• Knowledge of Implementing Integration projects

• Sound knowledge of Data Structure, improving data capture, and distributing data for process improvement 

• Deep understanding in SaaS post sale structure & efforts 

• Deep understanding in revenue retention and influencing metrics

• Ability to adapt to a dynamic start-up environment with a passion for making an impact

• Strong problem solving and analytical thinking, translating into process improvements

• Excellent interpersonal, communication, and collaboration skills

• Strong critical thinking, analytical skills with an entrepreneurial and proactive mind-set

• Comfort working in ambiguous, quickly-changing environments

• A passion for and belief in the power of automation to drive business value

• Strong project management and organizational skills

• Strong sense of customer empathy and customer-centrism