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

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

• Experience managing medium sized teams (10+)

Preferred

• Experience managing an offshore team

• Experience implementing AI in the customer success space

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

• Consulting background

• Experience in B2B SaaS 

Soft Skills / Personal Characteristics

• Strong verbal and written skills with a strong ability to articulate and communicate strategies and plans

• Growth mindset, positive attitude, empathetic, and high energy