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Senior Customer Success Manager

WalkMe

WalkMewalkme.com

Senior Customer Success Manager

Posted 2 weeks ago

About the job

WalkMe, an SAP company, leads in digital adoption, helping clients resolve digital friction and manage change. We serve 1,600+ clients, including Fortune 100 companies, and foster an inclusive, innovative work environment with hybrid work, benefits, and growth opportunities.

Requirements

  • 7+ years customer advocacy experience
  • Manage Fortune 1000 clients
  • Experience in SaaS customer success
  • Ability to work 3 days/week in SF
  • Strong relationship building skills

Qualifications

  • Bachelor's degree or higher
  • Experience in enterprise SaaS
  • Proven customer retention skills
  • Ability to handle executive relationships
  • Strong communication skills

Full job description

Industry leader? Well, how about an industry creator?!

At WalkMe, now an SAP company, we’re not just the leader in digital adoption, we started the digital adoption revolution - enabling organizations to pinpoint and resolve digital friction, regain control of their tech stack, and be better equipped to manage future change. With over 1,600 clients, including 55 Fortune 100 companies and 6 Fortune 10 companies working with us daily, we’re transforming how enterprises interact with their technology.

So, if you’re an expert in your field, and looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, WalkMe is the place for you!

As a Senior Customer Success Manager, you will be a trusted advisor to a portfolio of up to 10 Fortune 1000 WalkMe customers managing a book of up to $6M in annual revenue, helping them achieve maximum value from the WalkMe platform. You will understand your clients' digital adoption goals, and recommend solutions to help them get the most out of our product and exceed their goals. You will report to the Director of Customer Success.

What You'll Own

  • Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.

  • Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving return on investment that leads to renewals/expansion.

  • Maintain an understanding of our product and roadmap, so you can guide customers to success and continue uplift their digital maturity.

  • Educate customers on the most relevant features of their specific requirements.

  • Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.

  • Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and exceed their goals.

  • Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

  • Work with internal WalkMe Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).

  • Monitor customer health to reach out to customers before risks escalate and identify remediation options.

  • Utilize available data and customer knowledge to identify risks, then take the necessary steps to document your plan and mitigate the risk.

What You Need to Succeed

  • 7+years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management working with Fortune 100 companies and their executives.
  • Experience managing a quarterly retention and growth quota.
  • You've maintained a book of 4-6 Strategic customer accounts
  • Increase customer satisfaction, adoption, and retention applying to a technical product.
  • High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.
  • Must be able to work 3 days per week in San Francisco office

What Sets Us Apart

  • At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more.  We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
  • Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
  • Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
  • Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
  • Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
  • WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.
  • WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
  • WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
  • Robust Retirement Contributions: Ask HR about the specific offerings for your region!
  • SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.

Our job titles may span more than one career level. The OTE for this role is between $150,000 and $175,000 including salary and variables. The actual base pay is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus and benefits as part of our competitive total rewards package.

At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.

WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.

TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.

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