Job Description

Workato is seeking a Director of Enterprise Customer Success to lead a strategic part of their global business. This role focuses on driving customer success and retention for their largest customers through effective tools, processes, and a world-class customer experience. The director will own customer outcomes, develop the customer journey, collaborate with cross-functional teams, and manage a high-performing team of Customer Success Managers.

Responsibilities

• Own customer outcomes including value realization and retention
• Develop and deliver an end-to-end customer journey
• Partner with Sales, Professional Services, Support, and Product
• Forecast customer health and churn
• Leverage data to measure program effectiveness
• Build and manage a high-performing team
• Manage escalations

Requirements

• 5+ years of experience leading customer success teams in an Enterprise context
• Experience owning retention metrics
• Excellent partnership and influencing skills
• Experience managing medium sized teams (10+)
• Experience in account development
• Experience influencing key decision-makers

Benefits

• No benefits