VP of Global Customer Success Management, Workato
Office located in Mountain View, CA
Integration & workflow automation platform
Be an early applicant
Integration & workflow automation platform
501-1000 employees
Be an early applicant
Office located in Mountain View, CA
501-1000 employees
Company mission
To help businesses streamline their operations by providing a platform to automate their work and integrate their stacks, all in one place.
Role
Who you are
- We look for individuals who are curious, inventive, smart, hardworking, and strive to improve themselves every day
- We value humility, collaboration, and achieving results
- If you feel that you would fit in well with our culture, we encourage you to apply
- Proven experience in a leadership role for 7+ years within CSM or other customer-centric functions, preferably as a Director or above
- Bachelor's degree or similar from an accredited university. Other educational credentials may be accepted with compensating experience
- Demonstrated success in collaborating with cross-functional teams
- Strong coaching skills in relationship building, navigating organizations, negotiations, support and escalations, leadership, and communication
- Familiarity with customer success best practices and industry trends
- Experience working with integration or automation products in the past is beneficial but not required
- Up to 25% travel may be required
- Soft Skills / Personal Characteristics:
- Strong communication and relationship-building skills at all levels of an organization
- Empathy and a customer-centric mindset
- Excellent leadership and team management skills
What the job involves
- We are excited to invite dynamic and experienced leaders to apply for the role of VP of Global Customer Success Management
- In this key leadership position, you will be at the forefront of our global Customer Success team, reporting directly to our SVP of Customer Success
- You will lead a diverse and inclusive team of dedicated professionals who guide our prospects and customers in realizing the full potential of Workato’s solutions
- Your leadership will be pivotal in fostering an environment where excellence in customer service is the standard, and where every team member is empowered to contribute to our collective success
- We welcome candidates from all backgrounds who are passionate about driving customer success and making a meaningful impact
- We at Workato have a positive, diverse and collaborative culture
- Our leaders are encouraged to lead by example and have a deep understanding of our teams, customers, and products
- Develop, implement, and manage strategies to improve customer success outcomes across all touchpoints of the customer lifecycle
- Lead and manage a highly-skilled customer success management team and embody the excitement and passion for making our customers wildly successful
- Oversee the development of strategies to reduce churn rates, increase customer loyalty, and boost renewal rates
- Analyze customer feedback, data, and insights to identify patterns and trends in customer behavior, success strategies, and overall satisfaction
- Collaborate with key stakeholders to develop and execute strategies that make the company more customer-centric
- Work with the sales teams, product teams, and marketing teams to develop strategies for customer acquisition, retention, and engagement
- Leverage technology and automation to optimize customer success operations, automate outreach, increase operational efficiency, and reduce costs
- Measure and monitor the effectiveness of customer success initiatives by tracking key metrics, such as customer satisfaction, engagement, retention, and churn
- Prepare and present reports to executives and stakeholders on customer success initiatives and their impact on the business
- Stay up-to-date with industry trends, competitive landscape, and product capabilities
- Foster a culture of humility and collaboration by exemplifying these traits and coaching team members
- Implement a strong management operating cadence to ensure leadership and team activities align with company objectives
Our take
Many businesses struggle with lack of team integration. There are a plethora of handy apps available, and various teams within businesses often use different processes, tools, and software. This has led to many businesses attempting to patch together technologies and create ad-hoc solutions that fail when they need to be scaled. Workato allows businesses to integrate data and apps so that teams can collaborate and communicate securely.
Workato has built a single platform that integrates apps, processes, data, and user experiences to improve efficiency, communication, and business flexibility. There are many integration platforms available, such as SnapLogic and Mulesoft Anypoint Platform, however, Workato has aimed its platform at users who have minimal technical experience, rather than the IT team.
Workato has continued to expand its partnerships and workforce, and is well set to see further growth as it innovates its product offerings and capabilities. The company was recognized as a Leader in the 2023 Gartner® Magic Quadrant™ for Integration Platform as a Service, making five years it has participated and five years it has been recognized.
Steph
Company Specialist
Insights
Company
Funding (last 2 of 5 rounds)
Nov 2021
$200m
SERIES E
Jan 2021
$110m
SERIES D
Total funding: $415m
Company benefits
- Flexible Working Arrangements: We maintain a hybrid remote work model and provide everyone with best of breed technology tools that enable them to work anywhere, anytime.
- Great Employee Benefits: Such as an Employee Assistance Programme (EAP), Health Insurance, Referral Bonuses, and Workato Stock Options, tailored to the countries that our employees are based in.
- Professional Development Opportunities: We support individual career ambitions, and set aside training programs and budgets they can tap on to upgrade both soft and hard skills.
- Dedicated Wellness: We make it a point to dedicate time to pause, recharge and get to know each other better.
- Recreation Time: From virtual game nights to fitness sessions, there's always time for a little fun on the calendars.
Company values
- Prioritize customers: We exist for our customers and because of them. That’s why we are passionate about delivering an amazing product, excellent service, and an unforgettable experience.
- Win together: We strive to hire people who understand team wins come above their own. We respect and trust our colleagues — believing that the greatest success comes not from one person, but from all of our strengths combined.
- Act now: The best time to do anything worth doing is now. Create a minimal viable solution fast and iterate quickly. We encourage failing fast so we can succeed faster.
- Think ahead: We skip the easy shortcuts for mediocre and temporary solves. It’s important to always take the hard road now if it will lead to a better long term solution.
- Better each other: You cannot get 1% better every day unless people are honest with you and you openly invite that coaching and guidance. Provide feedback in private. Encourage and support in public.
- Go offbeat: We use novel thinking to create novel solutions. We do not use others’ thinking as a template. We mix existing wisdom with unusual thinking to generate new and better solutions.
- Have fun: We take care of ourselves, and give everyone the space they need to feel healthy, happy, and well-rested. Because it’s only when we’re having a good time that we’re able to ensure our customers are, too.
Company HQ
Old Mountain View, Mountain View, CA
Articles
Leadership
Vijay Tella
(CEO)Spent 15 years as an Engineer at Teknekron and TIBCO, before joining Oracle as CSO. They also served as CEO at Qik, and VP at Skype.
Gautham Viswanathan
(CPO)Spent 12 years at TIBCO Software, before leaving their Corporate Development role to found Blink Interactive. Also served as the CEO of iProfile.
Harish Shetty
(Head of Engineering)Previously held leadership roles in engineering at TIBCO, Blink, and iProfile.
Salary benchmarks
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