Commercial Customer Success Manager

About the role

You will own a portfolio of assigned enterprise accounts spanning multiple industries and market sizes, acting as the primary strategic advisor for the Workato platform. You will drive value realization by ensuring deep adoption across diverse business and functional units while championing customer outcomes internally. You will identify and spearhead expansion opportunities that align with customer growth objectives and platform capabilities. You will build and maintain high-trust relationships with key stakeholders to secure long-term retention and advocacy. You will translate complex platform features into clear business value narratives that resonate with executive and operational audiences. You will leverage data and customer health metrics to proactively address risks and uncover new pathways for success. You will collaborate cross-functionally with Sales, Product, and Support to shape feedback that influences product direction.

Key facts

What you'll do

Develop a comprehensive understanding of each assigned account's business goals, workflows, and key performance indicators to tailor success plans.

Perform proactive health checks and business reviews to surface adoption gaps, risks, and opportunities for platform expansion.

Champion the Workato platform internally, driving adoption across automation, integration, and AI use cases with measurable outcomes.

Partner with Customer Success leadership to define and track account-level success metrics and renewal strategies.

Act as the primary escalation handler for complex customer scenarios, coordinating with technical and product teams as needed.

Identify and qualify expansion opportunities, including new use cases, seats, and feature adoption within existing accounts.

Communicate customer insights and competitive feedback to product and go-to-market teams to influence roadmap decisions.

Build executive-level relationships that reinforce trust and position Workato as a strategic partner in digital transformation.

Maintain up-to-date knowledge of integrations, automations, and AI capabilities to deliver timely and accurate guidance.

Demonstrate ownership of customer outcomes by resolving issues efficiently and ensuring stated value is realized on schedule.

Serve as the main day-to-day contact for assigned accounts, ensuring responsiveness and continuity of relationships.

Balance portfolio management with pipeline generation activities focused on account growth and advocacy.

Regularly articulate the total cost of ownership and return on investment of the Workato platform to finance stakeholders.

Adapt communication styles to suit technical engineers, business users, and executive sponsors within the same account.

Leverage CRM and customer success tools to document interactions, track commitments, and forecast renewal and growth signals.

Requirements

You possess a Bachelor's degree or equivalent practical experience, demonstrating a balanced mix of education and professional background.

You bring a minimum of three years of experience in customer success, account management, or a related client-facing role.

You have a proven track record of managing enterprise software or cloud-based platform relationships in a SaaS environment.

You are fluent in Spanish and English, with strong written and verbal communication skills in both languages.

You exhibit strong analytical abilities, using data and qualitative insights to drive decisions and demonstrate impact.

You have experience working with integration and automation platforms, or a quick ability to grasp technical concepts in this domain.

You are comfortable navigating complex B2B sales environments and managing multiple stakeholders across different departments.

You show resilience and adaptability when managing competing priorities and shifting customer needs.

You have a history of meeting or exceeding retention, satisfaction, and growth targets in previous roles.

You are proficient in using CRM systems and customer success platforms to maintain accurate account records and health scores.

You hold the right to work and reside in Spain, with the ability to work from the Barcelona office as required.

You can manage confidential information with discretion and maintain professionalism in sensitive situations.

You are willing to travel within the Barcelona region and Spain for customer visits, industry events, and internal meetings as needed.

Nice to have

Experience in integration and automation platforms, including prior exposure to Workato or similar iPaaS solutions.

A background in handling AI-related use cases or emerging technologies within customer success engagements.

Experience supporting multilingual customer programs where Spanish and English are in active use.

Practical notes

This is a temporary position for 6 months with possible extension.

Travel within the Barcelona region and Spain may be required for customer visits, industry events, and internal meetings.

Candidates must hold the right to work and reside in Spain and be able to work from the Barcelona office as required.