Associate Customer Success Manager, Scale

About Workato

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today's fast-changing world. Learn how Workato helps businesses of all sizes achieve more at

Why join us?

Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company. 

But, we also believe in balancing productivity with self-care. That's why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives. 

If this sounds right up your alley, please submit an application. We look forward to getting to know you

Also, feel free to check out why:

• Business Insider named us an "enterprise startup to bet your career on"

• Forbes' Cloud 100 recognized us as one of the top 100 private cloud companies in the world

• Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America

• Quartz ranked us the #1 best company for remote workers

Note:
The successful candidate will be required to align their working hours with US EST business hours, specifically from 6:30 PM to 3:30 AM IST.
Responsibilities

The Customer Success Team at Workato is the frontline for developing customer champions, driving product adoption, and empowering teams to fulfill their goals so that they renew and expand. Our Emerging segment of customers represent the largest segment by volume, and are supported through a unique combination of digital-led programs, strategic 1:many initiatives, and targeted high-impact 1:1 human engagements.

We are seeking an Associate Customer Success Manager, Scale to work with customers in our Emerging segment. The Emerging CSM will work with customers in strategic 1:1 engagements for high-impact customer objectives or by facilitating 1:many success programs to impact target customer groups. We use robust customer data to help identify ways we can deliver increased value through broader and more mature use of Workato.

This is a high impact role that will play a key part in building out the strategy for proactive and reactive engagement with Workato's Emerging customers.

In this role, you will also be responsible to:

• Work with a portfolio of approximately 250 Emerging customers to increase adoption, deepen engagement, and grow retention rates

• Work directly with Workato's Emerging customers to help them achieve their desired outcomes and achieve success with the product.

• Leverage tools and technology to deliver value to multiple accounts at once through 1:many programs, such as custom group trainings/webinars, new collateral, and Workato integrations

• Resolve inbound customer requests in an efficient and powerful manner

• Proactively engage at-risk customers in strategic 1:1 engagements based on data signals, to reduce the overall level of risk for the customer base.

• Excel in an ever-evolving space by creating detailed strategies and clear work plans to result in business success for your client portfolio

• Represent the voice of the customer and influence the product development roadmap.

• Partner with Sales, Technical Consulting, and Product teams to ensure the customers' retention and maximize the account potential with an excellent customer experience

Requirements
Qualifications / Experience / Soft Skills

• 2+ years of experience in customer-facing roles.

• Strong sense of customer empathy and being customer-centered

• Excellent interpersonal, communication, and persuasion skills

• Strong problem solving and analytical thinking skills

• Ability to collaboratively build assets and materials for customers and colleagues 

• Entrepreneurial drive and comfort working in ambiguous, quickly-changing environment

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

• Familiarity with integration technology landscape

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