Senior Enterprise Customer Success Manager

The role

You will own a portfolio of enterprise customer accounts and help them adopt the Workato platform. You will build executive relationships, drive value and retention, and grow revenue within those accounts.

What you will do

• Own a portfolio of assigned enterprise accounts and drive adoption, retention and growth
• Deliver on ambitious NRR targets
• Build and maintain strategic relationships with enterprise customer executives
• Run Customer Objectives reviews, Executive Business reviews, workshops, hackathons and trainings
• Create Joint Success Plans mapped to customers' business initiatives
• Monitor customer outcomes and tell the value story to internal and external stakeholders
• Serve as the primary escalation point for customer issues
• Provide periodic, accurate reporting and develop growth and risk mitigation plans
• Act as customer advocate liaison with Sales, Solution Consulting, Professional Services, Product and Marketing
• Contribute to the Customer Success practice, playbooks and process improvements

Required qualifications

• BS or equivalent education
• 7+ years of professional experience in consulting, customer success, client relationship or account management
• Track record of increasing adoption, revenue and retention
• Experience managing enterprise accounts from about $200k to multi-million ARR across Forbes Global 2000 companies
• Prior experience driving NRR growth within a customer base
• Track record of navigating ambiguity, building consensus, fostering accountability and delivering with urgency
• Strong written and oral presentation skills for both business and technical stakeholders, up to C-level
• Confidence serving multiple customer stakeholders and building advocate communities
• Experience in integration and/or business automation
• Comfortable operating with revenue targets
• Strong problem-solving, analytical thinking, project management and storytelling skills
• Strong customer empathy and customer-centricity

Nice to have

• Experience as an Account Manager or CSM in hyper-growth horizontal SaaS or iPaaS companies
• Experience leading or consulting on digital transformation initiatives
• Awareness of processes and roles in HR, Finance, Marketing, Sales and Post Sales customer organizations

Benefits

• Flexible, trust-oriented culture
• Work environment with a range of benefits inside and outside of work

About the company

Workato is a Control and Execution Platform for Enterprise AI, used to orchestrate business processes across enterprise systems. It states that it runs mission-critical processes for over half the Fortune 500, including Nasdaq, Amazon, Cisco, Vodafone, Atlassian and Lucid Motors.