Senior Customer Success Manager Job at Workato (Palo Alto)

Senior Customer Success Manager

Workato

Location:
United States , Palo Alto

Category:
Customer Service

Contract Type:
Not provided

Salary:

120000.00 - 160000.00 USD / Year

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Job Description:

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. We are looking for an exceptional Senior Customer Success Manager - Commercial to join our growing team in the West Coast. In this role, you will be involved in working with customers to ensure the success and adoption of the Workato Intelligent Automation Platform. You will also be responsible for the success of an assigned set of customer onboardings in a timely and productive manner.

Job Responsibility:

Develop and maintain strategic business relationships with customers to drive adoption and retention
Provide technical Workato product expertise
Be the expert in deployment models and governance structures and share best practices from a business and technical perspective
Educate People, Marketing, Sales, Customer and Finance Operations on the business value achieved through automating their processes
Develop and implement processes and programs to increase usage of the product within the current group and drive cross sell opportunities within other groups
Actively coach and mentor the broader CSM team, contributing to overall team development
Serve as the primary point of escalation when customer issues arise, troubleshoot, and ensure quick resolution
Provide quantitative/qualitative analysis to inform team decision-making and product roadmap
Become the trusted customer advisor and be the customer advocate within Workato
Be available to work US hours

Requirements:

BS or equivalent education
5+ years of experience in consulting, customer success management and technical account management. Prior experience as a 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 each of the following roles day to day processes and expertise in several
People (HR), Finance, Marketing, Sales, and Post Sales Customer Organizations
Comfortable operating with revenue targets
Impressive track record of high customer retention and growth
Strong sense of customer empathy and customer-centrism
Excellent interpersonal and communication skills
Strong problem solving and analytical thinking
Entrepreneurial drive and comfort working in ambiguous, quickly-changing environments
A passion for and belief in the power of automation to drive business value
Prior Experience in Digital Transformation preferred
Past lead experience is a plus
Ability to effectively prioritize tasks and manage time, even under high-pressure situations
Highly organized, able to manage many projects concurrently
Issue management and resolution-focused
Strong collaboration skills, ability to adapt to a dynamic start-up environment with a passion for making an impact
Strong critical thinking, analytical skills with an entrepreneurial and proactive mind-set
Strong written and oral communication skills in English, with the ability to convey complex technical concepts effectively to a non-technical audience
Fast learner who can independently conduct extensive research, and synthesize ideas, information and options quickly
Be proactive about solving problems and be ready to take on additional initiatives and responsibilities as they emerge

Nice to have:

Prior Experience in Digital Transformation
Past lead experience

Additional Information:

Job Posted:
February 13, 2026

Employment Type:

Fulltime

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