Commercial Customer Success Manager

23 hours, 16 minutes ago
Full-time
Senior
Customer and Technical Support
Workato

Workato

Workato is the Enterprise Automation Platform that enables seamless integration and automation of workflows for both business and IT teams, utilizing AI-powered technology for efficient outcomes.

IT Services
251-1K
Founded 2013
$415M raised

Description

  • Drive customer adoption and retention through strategic business relationships.
  • Own a set of customer onboardings and ensure they are completed in a timely, productive manner.
  • Provide technical expertise on Workato products, deployment models, and governance structures.
  • Educate internal teams on the business value of process automation.
  • Develop and implement programs to increase product usage and identify cross-sell opportunities.
  • Coach and mentor the broader customer success team.
  • Serve as the primary escalation point for customer issues and drive rapid resolution.
  • Provide quantitative and qualitative analysis to support team decisions and the product roadmap.
  • Act as a trusted customer advisor and customer advocate within Workato.
  • Work Australia hours to support the customer base.

Requirements

  • Bachelor’s degree or equivalent education.
  • 5+ years of experience in consulting, customer success management, or technical account management.
  • Prior experience as an Account Executive, senior member of a large consulting firm, or CSM in SaaS/iPaaS preferred.
  • Experience in integration and/or business automation.
  • Understanding of large, complex businesses with many stakeholders.
  • Awareness of the day-to-day processes across People (HR), Finance, Marketing, Sales, and post-sales customer organizations.
  • Comfort operating with revenue targets.
  • Proven track record of high customer retention and growth.
  • Strong customer empathy and customer-centric mindset.
  • Excellent interpersonal, written, and oral communication skills in English.
  • Strong problem-solving, analytical thinking, and critical thinking skills.
  • Ability to prioritize, manage time, and handle multiple projects in high-pressure environments.
  • Highly organized and comfortable working in ambiguous, fast-changing, startup-like environments.
  • Entrepreneurial drive and a proactive mindset.
  • Prior experience in digital transformation preferred.
  • Ability to convey complex technical concepts to a non-technical audience.
  • Availability to work Australia hours.

Benefits

  • Flexible, trust-oriented culture with strong ownership.
  • Balanced productivity with self-care emphasis.
  • Vibrant and dynamic work environment.
  • Multiple employee benefits for use inside and outside of work.
  • Opportunity to join a fast-growing company recognized by Business Insider, Forbes, Deloitte, and Quartz.

Interested in this position?

Apply directly on the company website

Apply Now

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