Scaled Customer Success Manager at WalkMe

Singapore

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software, Digital TransformationIndustries

Requirements

3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS company
Experience in a scaled customer engagement model, managing a larger book of business using playbooks, automated communications, and one-to-many engagement strategies
Comfort with technically complex products—ability to quickly learn and advise customers on software solutions. Prior experience with WalkMe is strongly preferred
Strong problem-solving skills, with the ability to offer real-time technical guidance and solution recommendations
Excellent communication and relationship-building abilities, capable of engaging with a wide range of customer personas, from executives to hands-on product users
Data-driven mindset, leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities
Ability to work independently and cross-functionally, collaborating with sales, marketing, and product teams to enhance the customer experience
Multilingual abilities are highly valued. Proficiency in Japanese is preferred but not required
Must be able to work 3 days per week in office

Responsibilities

Engage 1:1 with customers as-needed at critical points in the customer journey to ensure adoption and value realization
Use your in-depth knowledge of WalkMe’s technology to advise customers on how to best use our features and functionality to create tailored solutions, as well as provide real-time technical guidance and troubleshooting
Manage a wide range of customer conversations, including technical discussions, value assessments, and risk mitigation, with diverse customer personas, from executives to WalkMe builders, adapting communication to suit each audience
Actively monitor and measure your impact towards growing customer health, product adoption, and revenue
Partner cross-functionally to turn customer successes into measurable retention and expansion opportunities
Test and iterate on Scaled program ideas and playbooks and track results based on common customer positive business outcomes
Run 1:many programs and tactics that can effectively enable customer value and outcomes in a repeatable and scalable format
Identify trends for common customer challenges and actively suggest ways to address them

Skills

Customer Success Management

Digital Adoption Platform

WalkMe

SAP ERP

Technical Troubleshooting

Product Adoption

Customer Engagement

Value Realization

Risk Mitigation

Playbook Development

Data-Driven Programs

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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