Manager, Customer Success Manager at WalkMe

Tokyo, Japan

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software, Digital Adoption, ERPIndustries

Requirements

5+ years of experience in customer success, account management, or post-sales customer engagement in enterprise SaaS, with experience building relationships with Fortune 1000 companies and their executives
Proven track record of managing quarterly retention and growth (gross) targets
Experience managing multiple accounts for enterprise customers with 4,000+ employees, maintaining and developing long-term relationships
Experience handling technical products while improving customer satisfaction, adoption, and retention
High understanding of sales discovery methods (problem identification and proposal techniques) and ROI

Responsibilities

Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention
Schedule and prepare Executive Business Reviews for customers, prioritizing increased adoption and proving ROI to drive renewals/expansion
Maintain deep understanding of WalkMe products and roadmap to guide customers to success and improve Adoption Scores
Educate customers on the most relevant features for their needs to promote usage
Understand customer industry trends, digital adoption challenges, and current/future WalkMe use cases
Build trusted advisor relationships with key stakeholders (Decision Makers, Champions, Economic Buyers) by recommending best practices to manage risk and achieve/exceed goals
Collaborate with internal account teams and customers to develop a Success Plan outlining how WalkMe meets immediate/future needs (including success metrics)
Monitor customer health scores, proactively address risks before escalation, and identify remediation options
Partner with internal teams (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure customer renewals and expansions

Skills

Customer Success

Digital Adoption

Executive Business Review

ROI Analysis

Customer Retention

Product Roadmap

Voice of the Customer

Client Advisory

Fortune 1000

Digital Transformation

WalkMe

Digital adoption platform for user guidance

About WalkMe

WalkMe specializes in Digital Adoption Platforms (DAP) that enhance user experiences for employees and customers. The platform works by overlaying visual cues and personalized content on websites or enterprise software, which helps users with onboarding, training, and provides real-time contextual guidance. This approach allows users to navigate complex systems more easily and efficiently. Unlike many competitors, WalkMe focuses on continuous support and updates through a subscription-based model, ensuring that clients receive ongoing assistance. The main goal of WalkMe is to improve enterprise productivity and user engagement by facilitating effective digital adoption in the workplace.

San Francisco, CaliforniaHeadquarters

2011Year Founded

$299.1MTotal Funding

IPOCompany Stage

Enterprise Software, AI & Machine LearningIndustries

1,001-5,000Employees

Benefits

Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families

401(k) with company matching program

Parental Leave programs

Vacation policy to encourage a healthy work-life balance

WalkMe offices are open during Covid-19 for those who chose to come (vaccines required) with in-person and virtual social activities to promote positive employee engagement

Risks

SAP acquisition may lead to internal restructuring and potential operational disruptions.

Integration with SAP's offerings could face technical challenges, delaying benefits.

Intensifying competition in the digital adoption market could erode WalkMe's market share.

Differentiation

WalkMe offers a code-free platform for digital adoption, simplifying user experiences.

The platform provides real-time contextual guidance, enhancing onboarding and training processes.

WalkMe's subscription model ensures continuous support and updates for enterprise clients.

Upsides

Increased demand for digital adoption platforms boosts WalkMe's market potential post-pandemic.

Strategic partnerships with Cognizant and UST expand WalkMe's reach and capabilities.

WalkMeX, an AI copilot, enhances user engagement with contextual awareness and AI-driven suggestions.

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