AI Automation Lead, Post-Sales Operations

At WalkMe, now an SAP company, we’re not just the leader in digital adoption—we started the digital adoption revolution. We enable organizations to pinpoint and resolve digital friction, regain control of their tech stack, and be better equipped to manage future change. With over 1,600 clients, including 55 Fortune 100 companies and 6 Fortune 10 companies, we’re transforming how enterprises interact with their technology.

About the role

The AI Automation Lead, Post-Sales Operations serves as the Operations focal point for our Post-Sales CSG functions. The CSG Operations team is the right hand of the Customer Success Group organization (all Post-Sales GTM teams) under the Chief Customer Officer. Reporting to the VP of CSG Operations, this role partners with Ops leads across Customer Success, Support, Renewals, Delivery, Scaled Success, Customer Experience, and Sales to drive data-driven decisions, operational efficiency, and scalable automation across all post-sales functions.

This role is accountable for AI Automation strategy and execution for post-sales workflows, eliminating manual processes, and scaling an automation layer that removes friction across post-sales workflows for the broader CSG organization across Salesforce, PSA platform, product data, and reporting/dashboarding platforms.

Responsibilities

• Develop, document, and maintain SOPs and policies for data collection, storage, and reporting across all post-sales functions.
• Serve as the focal point for AI-driven automation across post-sales workflows, identifying manual, repetitive, or error-prone processes and re-architecting them into automated, agile workflows.
• Partner cross-functionally with IS/BI/CoE, Sales Ops, Marketing Ops, Partner Ops, Deal Desk, Finance, and Compensation teams.
• Design and implement integrated automations connecting Salesforce, the PSA platform (Certinia or similar), product/usage data, and reporting/dashboarding tools—removing swivel-chair work and manual handoffs between systems.
• Evaluate and deploy AI solutions, no-code/low-code automation platforms (e.g., Salesforce Flow, Certinia automation, Workato, Zapier, or similar) and AI agents to streamline post-sales operations at scale.
• Build reusable automation playbooks and standards that other CSG Ops functions can adopt as the team matures its automation maturity.
• Partner with the CIO organization (IS/BI/CoE) and Product teams to ensure automations are scalable, governed, and aligned with enterprise data architecture.
• Track and report on efficiency gains, time saved, and process improvements delivered through automation initiatives.

Requirements

• Minimum 3-5 years experience in Post-Sales Operations in the SaaS industry.
• Proven track record leading process-improvement automation initiatives with a clear methodology and hands-on ownership of outcomes.
• Experience standing up (AI-powered) automation standards and playbooks for a growing post-sales Ops function.
• Advanced Salesforce data architecture experience—object relationships, data modeling, custom report types, calculated and formula fields, workflows, and governance across a complex org. Lightning experience preferred.
• Experienced in designing and deploying AI-powered automation for post-sales workflows, integrating data across Salesforce, product/usage platforms, PSA tools, and reporting/dashboarding systems.
• Proven experience with AI LLMs prompting (Claude, Gemini, ChatGPT, n8n etc) and no-code/low-code automation for post-sales platforms (Salesforce Flow, Workato, Zapier, or similar) to build production workflows; basic scripting or SQL is a plus but not required.
• Advanced Excel/Google Sheets skills—pivot tables, SUMIFS, VLOOKUP/XLOOKUP, INDEX/MATCH—for complex, multi-source data management.
• Ability to translate complex datasets and automation concepts into clear, actionable insight for cross-functional efficiencies.
• Prior people-management experience is a strong plus—this is an individual-contributor role, but candidates who have led teams and bring that judgment and maturity to a hands-on capacity are highly valued.
• Self-starter who takes ownership and navigates ambiguity in an ever-shifting environment.
• Bachelor's of Science degree or equivalent work experience required.

Benefits

• Hybrid work schedule combining remote work and onsite collaboration.
• Supportive culture celebrating unique experiences and perspectives, with employee resource groups and community initiatives.
• Professional development opportunities through career compass offerings.
• Wellness@WalkMe: quarterly wellness reimbursements, daily BrightBreaks, and annual Wellness Month every July.
• Health coverage options tailored to support diverse needs.
• Generous annual leave policy tailored to regional standards.
• RefreshMe Days throughout the year to promote work/life balance.
• Robust retirement contributions (region-specific).

Pay

The OTE ranges for the United States is between $150,000 and $165,000 including salary and variables. The actual base pay is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs, and market demands. This role may also be eligible for bonus and benefits as part of our competitive total rewards package.