VP, Global Customer Success Director

2 weeks ago


Mountain View, California, United States Workato Full time
{"title": "VP, Global Customer Success Management", "description": "About Workato

Workato is a leading integration and automation platform that empowers users to automate workflows across any apps and databases. With a low-code/no-code approach, it's a powerful tool for businesses of all sizes.

We're proud to be named a leader by both Forrester and Gartner and trusted by 7,000+ of the world's top brands. Our mission is to foster a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles.

Responsibilities
  • Develop and implement 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.
Requirements
  • 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.


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