Responsibilities
- 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
- 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
- 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
- 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
- 5+ years of experience in customer success, technical account management, consulting, or product management — ideally in a SaaS or iPaaS environment
- 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
Nice to Have
- Experience working with software companies (ISVs) or in an embedded / OEM partnership context is a strong plus
Team
Structure: Embedded Business Unit
Additional Information
- For California applicants, the base pay for this role may range between $100,000 - $130,000 plus variable, benefits, perks, and equity.
