Senior Customer Success Manager at WalkMe

London, England, United Kingdom

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Software, Digital Transformation, ERPIndustries

Requirements

5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management working with Fortune 1000 companies and their executives
Experience managing a quarterly retention and growth quota
Experience maintaining a book of Enterprise customer accounts (4000+ Employees)
Proven ability to 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
Some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities

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, 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 up their Adoption Score
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 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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementExecutive Business ReviewsROI AnalysisDigital AdoptionProduct RoadmapCustomer RetentionRenewalsExpansionIndustry TrendsSaaS

Questions & Answers

Common questions about this position

What experience is required for the Senior Customer Success Manager role?

Candidates need 5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management, working with Fortune 1000 companies and their executives, plus experience managing a quarterly retention and growth quota and maintaining a book of Enterprise customer accounts.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this a remote position or does it require office work?

This information is not specified in the job description.

What does the Customer Success Manager role entail?

You'll manage a portfolio of up to 10 Fortune 1000 customers with up to $6M in annual revenue, act as a trusted advisor, conduct Executive Business Reviews, monitor customer health, and partner with internal teams to drive renewals and expansion.

How many customers will I manage in this role?

You will manage a portfolio of up to 10 Fortune 1000 WalkMe customers, handling a book of up to $6M in annual revenue.

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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