Responsibilities

We are looking for an exceptional Embedded Customer Success Manager to join our growing team. In this role, you will be involved in Workato's Embedded Business Unit, which is one of our fastest-growing and most strategic teams. We partner with software companies to embed Workato's integration and automation platform directly into their products, enabling them to launch, sell, and scale a native integration offering to their own customers.

This is a high-impact, high-visibility role that sits at the intersection of product strategy, technical consulting, and business development. You will work with sophisticated software companies and need to operate credibly at every level of their organization, from the CTO to the front-line sales rep.

You will also be responsible to:

Customer Outcomes & Retention

• Own a portfolio of embedded customers, managing renewals and driving net revenue retention targets

• Understand each customer's business goals, success metrics, and integration roadmap - and build a success plan that maps Workato capabilities to those outcomes

• Proactively identify risks to retention and adoption; lead escalation management and cross-functional resolution

• Conduct regular executive business reviews (EBRs) to communicate progress, value delivered, and next steps

Product Adoption & Enablement

• Guide customers through product launch, go-to-market readiness, and end-customer onboarding

• Enable customer product, engineering, and sales teams on Workato's platform and best practices for building and selling embedded integrations

• Partner with customers to design and implement technical solutions that maximize platform value and end-customer adoption

• Identify expansion opportunities within existing accounts - including new use cases, product tiers, and Enterprise MCP capabilities

Business Strategy & Advisory

• Advise customers on integration product strategy, including packaging, pricing, and go-to-market design

• Support customers in developing sales enablement materials and internal champions to drive integration revenue

• Collaborate with Workato's product team to advocate for customer needs and influence the embedded product roadmap

• Serve as the voice of the customer internally, synthesizing feedback into actionable insights for product, marketing, and engineering

Team & Culture

• Partner cross-functionally with Account Executives, Solutions Engineers, and Professional Services on pre- and post-sale activities

• Contribute to internal playbooks, onboarding resources, and best practice documentation

Requirements

Qualifications / Experience / Technical Skills

• 5+ years of experience in customer success, technical account management, consulting, or product management - ideally in a SaaS or iPaaS environment

• Experience working with software companies (ISVs) or in an embedded / OEM partnership context is a strong plus

• Solid understanding of the software development lifecycle and ability to engage meaningfully with technical audiences (architects, engineers, product managers)

• Demonstrated track record of hitting or exceeding renewal and expansion targets

• Experience supporting customers through product launches, go-to-market initiatives, or sales enablement programs

• Familiarity with integration, automation, or workflow platforms (e.g., Workato, MuleSoft, Boomi, Zapier, or similar)

• Comfortable working with executive stakeholders and navigating complex, multi-team customer organizations

• BS/BA or equivalent practical experience

Soft Skills / Personal Characteristics

• Strategic thinker who can see the big picture while managing the details

• Excellent written and verbal communication skills, with the ability to translate complex technical concepts for non-technical audiences

• Entrepreneurial mindset - comfortable with ambiguity, able to build structure in a fast-moving environment

• Strong customer empathy and a genuine commitment to customer outcomes

• Highly organized, with the ability to manage multiple accounts and priorities simultaneously

• Collaborative team player who actively contributes to team culture and development

• Proactive problem-solver who doesn't wait to be asked

• Passion for automation and its power to transform how businesses operate

For California applicants, the base pay for this role may range between $100,000 - $130,000 plus variable, benefits, perks, and equity.

(REQ ID: 2653)