Senior Customer Success Manager



Customer Service, Sales & Business Development
Berlin, Germany
Posted on Monday, June 17, 2024
WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.
We’re looking for a Rockstar Customer Success Manager, Commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption and WalkMe to the next level.
As a Customer Success Manager, you’ll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 WalkMe customers, helping them achieve maximum value from the WalkMe platform. You will understand your clients' digital adoption goals, and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager 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 Success 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 to promote adoption of the product.
  • Educate customers on the most relevant features of their specific requirements, be comfortable guiding customers through the WalkMe platform, and showing them the ‘Art of the possible’.
  • 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 meet/exceed their goals.
  • Work with the internal 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.
  • Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

What You'll Need to Succeed

  • 5+ years of customer facing experience in Enterprise SaaS customer success, account management, project management, pre-sales or post-sale services, working with Fortune 1000 companies and their executives.
  • Experience managing a quarterly retention and growth quota.
  • You've maintained a book of Enterprise customer accounts (4000+ Employees).
  • 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.
  • Fluent in both English and German is a must

We value collaboration and understand the importance of a healthy work-life balance. To support, we offer:

  • Flexible Work Arrangements: We offer hybrid and flexible hours to help manage work commitments and personal life effectively.
  • Family Friendly Policies: We provide family friendly policies relevant to the region to ensure you can prioritize your family’s needs.
  • 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.
  • Volunteer Time Off
We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic. If you require accommodation for any part of the recruitment process, please send a request to recruiting@walkme.com.
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.