About Workato

Workato is the only integration and automation platform that is as simple as it is powerful — and because it’s built to power the largest enterprises, it is quite powerful. 

Simultaneously, it’s a low-code/no-code platform. This empowers any user (dev/non-dev) to painlessly automate workflows across any apps and databases.

We’re proud to be named a leader by both Forrester and Gartner and trusted by 7,000+ of the world's top brands such as Box, Grab, Slack, and more. But what is most exciting is that this is only the beginning. 

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

Responsibilities

The Director of Customer Success for Scale will be building and 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 set of customers. The innovations incubated in this business unit will be leveraged by the entire organization to provide the most engaging and customer centric experience for our customers. 

In this role, you will also be responsible to:

• Fully own customer outcomes for Workato’s Scale customers globally, including value realization and retention

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

• Drive digital initiatives to achieve customer outcomes in an engaging and efficient manner

• Ensure broad adoption of the best digital experiences across the entire portfolio of Workato customers

• Closely partner with all cross-functional teams, especially with Marketing and Product, to create a seamless and rich customer experience 

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

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

• Build and manage a high-performing Customer Success team, including managers and individual contributors, fostering a results-driven culture of collaboration and creativity

Requirements

Qualifications / Experience / Technical Skills

• Experience leading customer success teams or equivalent (Customer Success Managers, Account Management, Customer Marketing, Demand Gen, Customer Experience) 

• Experience building digital customer experiences and engagement strategies, including building customer journeys based on engagement data

• Experience owning retention metrics