Director, Enterprise Customer Success

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 workato.com.

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:

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Business Insider named us an “enterprise startup to bet your career on”

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

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

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Quartz ranked us the #1 best company for remote workers

Responsibilities

The Director of Customer Success for Enterprise will be leading one of the most strategic parts of Workato’s global business. This leader will develop experiences to drive customer success and retention, leveraging the most effective and efficient tools and processes to provide world-class experiences to our largest customers.

In this role, you will also be responsible to:

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Fully own customer outcomes for Workato’s Enterprise customers, including value realization , retention, and identifying the potential leads and opportunities within the customer base from a cross-sell perspective

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Develop and deliver an end-to-end customer journey and experience for Workato’s Enterprise customers, driving product adoption and the value customers get from Workato’s platform

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Closely partner with all cross-functional teams, especially with Sales, Professional Services, Support, and Product, to create a seamless and rich customer experience

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Forecast customer health and churn, and develop programs to improve customer retention

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Leveraging data to measure the effectiveness of programs and identify strategic opportunities for improvement

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Build and manage a high-performing team of Customer Success Managers, fostering a results-driven culture of collaboration and creativity

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Manage escalations following both escalation and de-escalation methods for addressing customer issues

Requirements

Qualifications / Experience / Technical Skills

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5+ years of experience leading customer success teams or equivalent in an Enterprise context (Customer Success Managers, Account Management)

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Experience owning retention metrics

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Excellent partnership and influencing skills. Demonstrated success working cross-functionally with other departments to get things done.

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Experience managing medium sized teams (10+)

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Experience in account development and building the account strategy ground up to shape into strategic accounts

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Experience in influencing & presenting to key decision-makers like CxOs

Soft Skills / Personal Characteristics

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Growth mindset, positive attitude, empathetic, and high energy

Preferred Qualifications

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Experience implementing AI in the customer success space

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Experience working on or with SaaS product-led-growth teams

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Consulting background

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Experience in B2B SaaS

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Experience in deal shaping and crafting

The pay for this role may range from $175,000.00 to $225,000.00, plus variable compensation, benefits, perks, and equity.

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(REQ ID: 2445)