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Commercial Customer Success Manager



15d ago

  • Job
    Mid Level
  • Sales & Business Development
    Customer Relations
  • Mountain View
  • Quick Apply

AI generated summary

  • You need to have a BS degree, 3+ years of customer success experience, technical skills in integration and business automation, strong customer empathy, excellent communication skills, entrepreneurial mindset, and a passion for driving business value through automation.
  • You will drive customer adoption, build relationships, provide technical expertise, share best practices, educate users, troubleshoot issues, analyze data, and be the customer advocate.


  • Qualifications / Experience / Technical Skills:
  • BS or equivalent education
  • 3+ 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.
  • Experience in Integration and/or business automation.
  • Soft Skills / Personal Characteristics:
  • 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; we want company builders
  • 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


  • 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.
  • 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.


What are the responsibilities of a Commercial Customer Success Manager?

The responsibilities of a Commercial Customer Success Manager include working with customers to ensure the success and adoption of the Workato Intelligent Automation Platform, as well as being responsible for the success of assigned customer onboardings.

Where is the Commercial Customer Success Manager role located?

The Commercial Customer Success Manager role is located on the West Coast.

What qualifications are required for the Commercial Customer Success Manager role?

The ideal candidate for the Commercial Customer Success Manager role should have experience in customer success, as well as strong communication and problem-solving skills. Knowledge of the Workato Intelligent Automation Platform is a plus.

What is the main goal of a Commercial Customer Success Manager?

The main goal of a Commercial Customer Success Manager is to ensure the success and adoption of the Workato Intelligent Automation Platform for assigned customers, as well as to drive successful customer onboarding processes.

One platform for intelligent integration & workflow automation across your organization.

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Mission & Purpose

Workato makes the creation and implementation of automations 10X faster than traditional platforms. As the leader in AI-powered enterprise automation, we enable enterprises to automate their business processes across the organization by integrating their applications, data, and experiences. Designed with best-in-class security and governance, scalability, performance, and availability, our low-code, no-code platform makes it easy for IT and business teams to integrate their applications and automate their processes, drawing from thousands of automation “recipes” built by the Workato community. With our democratized approach to automation and integration, business technologists are empowered to fuel their organization’s digital transformation. Workato is trusted by over 17,000 of the world's top brands, including Broadcom, Intuit, and Box.