Embedded Customer Success Manager

Summary

Join Workato as a Customer Success Manager in the Embedded Business Unit, partnering with customers integrating Workato into their core products. You will manage a portfolio of 30-40 customers, focusing on platform consumption, engagement, and retention. Guide customers through the integration journey, from deployment and solution design to go-to-market strategy and end-customer adoption. Understand customer objectives and leverage Workato to achieve desired outcomes. Drive adoption and value realization by helping customers unlock new business opportunities. Manage your book of business to support Workato's net revenue retention and other key metrics. Collaborate cross-functionally to develop strategic plans accelerating embedded integration product success. This role requires a fast-paced environment and excels at strategic partnership, technical guidance, and driving scalable customer success programs.

Requirements

• BS/BA or equivalent education
• 3+ years of experience in product management, consulting, or customer success
• Experience with successful product development, launch, and growth
• Background in business planning process development and evolution
• Involvement in the development or execution of sales enablement strategies
• Good understanding of the software development lifecycle
• Strong written and oral presentation skills, with the ability to effectively engage both business and technical stakeholders (from Developer to C-level)
• Track record of delivering on ambitious renewal rates, consumption goals and other key company objectives
• Confidence in serving multiple customer stakeholders and working to build communities of champions/advocates across large organizations
• Excellent interpersonal, communication, and persuasion skills
• Ability to take control of ambiguous situations and provide direction
• Strong problem solving and analytical thinking skills
• Excellent interpersonal, communication, and persuasion skills
• Project Management and storytelling skills
• Be a self-motivated team player who loves to drive impact beyond their current role
• Grit and resilience to manage occasional tough & complex situations

Responsibilities

• Own and manage a portfolio of 30–40 customers as their dedicated CSM, with a focus on increasing platform consumption, deepening engagement, and growing retention rates
• Guide customers through every stage of their integration journey —from initial deployment and technical solution design to go-to-market (GTM) strategy and end-customer adoption
• Understand each customer’s unique business objectives and success metrics , ensuring Workato’s platform is leveraged to achieve their desired outcomes
• Drive adoption and value realization by helping customers unlock new business opportunities through connectivity to thousands of applications
• Manage your book of business to support Workato’s net revenue retention and other key business metrics, ensuring mutual success
• Leverage data, tools, and technology to deliver value at scale through 1:many success programs, including custom group trainings, webinars, targeted video engagement, and tailored collateral
• Collaborate cross-functionally to develop strategic consulting, technical solutioning, and adoption plans that accelerate embedded integration product success