Scaled 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 Transformation, SaaSIndustries

Requirements

5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management, targeting Fortune 1000 companies and their executives
Experience managing quarterly retention and growth quotas
Experience applying technical products to drive customer satisfaction, adoption, and retention
Advanced sales discovery skills and ability to conduct ROI discussions
Experience in enterprise solution sales environments, collaborating with Account Executives to develop and close sales opportunities
Ability to collaborate cross-functionally with sales, marketing, product teams, and autonomously improve customer experience
Experience managing multiple enterprise accounts
Native-level Japanese proficiency
Business-level English reading, writing, and conversational skills
Ability to work in the office 3 days a week

Responsibilities

Be the 'voice of the customer': Collect feedback from customers and provide it to internal stakeholders (developers, sales, etc.) to maximize customer value realization and retention
Strategic customer engagement: Prepare and execute Executive Business Reviews (EBRs) for customers, focusing on increasing product adoption and proving ROI to ensure renewals and expansion
Product expertise and customer guidance: Deeply understand the product and roadmap to guide customers to effective WalkMe usage and continuously drive Adoption Score improvements
Customer education: Deliver training on the most relevant product features based on customers' specific requirements to promote usage
Industry and customer understanding: Deeply understand assigned customers' industry trends, digital adoption challenges, and current/future WalkMe use cases
Build trusted relationships: Establish strategic, trusted advisor relationships with high-level stakeholders (Decision Makers, Champions, Economic Buyers) by guiding best practice platform usage to support goal achievement
Success plan development: Collaborate with internal account teams and customers to create a Success Plan outlining how WalkMe addresses immediate/future needs (including success metrics)
Risk management: Continuously monitor customer churn risks, proactively approach customers before risks escalate, and identify/implement remediation options
Account team collaboration: Partner closely with internal WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to drive customer renewals and expansion

Skills

Customer Success

Digital Adoption

Executive Business Review

EBR

ROI Analysis

Voice of the Customer

Success Planning

Risk Management

Stakeholder Management

Product Training

Account Management

Customer Retention

Product Roadmap

Industry Analysis

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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