Senior Customer Success Manager

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.