Senior Enterprise Customer Success Manager

About the role

Workato provides infrastructure for the agentic era, specializing in iPaaS to unify data, AI, and business processes. We are looking for a senior professional to manage enterprise accounts and drive platform adoption within our Singapore team. In this capacity, you will own the end-to-end success of a designated book of business, ensuring that strategic accounts derive measurable value from the Workato platform. You will act as a trusted advisor, translating complex technical workflows into clear business outcomes for C-suite stakeholders. The role requires a proactive mindset to identify growth opportunities and mitigate risks across a diverse portfolio. You will leverage data and qualitative insights to shape the narrative of digital transformation for each customer. Collaboration is central to this position, as you will bridge the gap between product innovation and customer advocacy. Ultimately, you are responsible for ensuring that enterprise clients expand their footprint on the Workato platform over the long term.

Key facts

What you'll do

• Orchestrate strategic account plans to align customer objectives with Workato's capabilities and roadmap.
• Analyze platform usage data to identify friction points and opportunities for deeper adoption.
• Facilitate executive business reviews to discuss health metrics, value realization, and future initiatives.
• Partner with Sales to identify expansion opportunities and advocate for customer input during solution design.
• Lead cross-functional workshops to gather requirements and define success metrics for key stakeholders.
• Coordinate with Professional Services to ensure timely and effective implementation of strategic projects.
• Develop and present business case documentation that highlights ROI and operational efficiency gains.
• Serve as the central escalation handler for complex technical or contractual issues.
• Mentor junior success managers on best practices for enterprise engagement in Singapore.
• Contribute insights to product development by channeling customer feedback into structured requirements.
• Design and deliver tailored training programs to upskill internal teams on automation best practices.
• Monitor competitive landscape dynamics and adjust account strategies accordingly.
• Maintain accurate forecasting and pipeline visibility within CRM systems.
• Champion a culture of continuous improvement within the customer success function.

Requirements

• Hold a Bachelor degree or equivalent education as a baseline qualification.
• Bring a minimum of 7 years of professional experience in account management, customer success, or consulting.
• Demonstrate a proven history of managing enterprise portfolios with ARR between $200k and multi-million dollar figures.
• Show documented success driving Net Revenue Retention (NRR) growth in prior roles.
• Possess direct experience in integration or business automation domains.
• Exhibit the ability to communicate effectively with stakeholders ranging from developers to C-level executives.
• Display capacity for approximately 25% travel to meet key customers and internal stakeholders.
• Have a track record of building long-term relationships with senior executive sponsors.
• Show proficiency in managing multiple priorities in a fast-paced, dynamic environment.
• Understand the fundamentals of SaaS metrics such as logo churn, gross retention, and expansion revenue.
• Be comfortable working with limited direct supervision while maintaining rigorous ownership.
• Have experience navigating complex enterprise procurement or contract renewal processes.
• Be willing to adhere to company policies and compliance standards relevant to operations in Singapore.

Nice to have

• Hold background as an Account Manager or CSM within hyper-growth horizontal SaaS or iPaaS organizations.
• Have experience leading or consulting on digital transformation initiatives at scale.
• Possess knowledge of business processes across HR, Finance, Marketing, Sales, or Post-Sales functions.
• Familiarity with change management methodologies and organizational readiness assessments.
• Exposure to industries such as manufacturing, logistics, or financial services.
• Experience with data visualization tools to articulate performance trends.
• Certification in project management or a related discipline is advantageous.

Skills & tools

• Workato Intelligent Automation Platform
• Enterprise automation strategy
• Project management
• Data-driven storytelling
• Stakeholder management

Practical notes

• Reference ID: 2790
• Applicants should be prepared to work in a fast-paced, evolving environment.