Senior Customer Success Manager

About the role

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.

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 customer adoption and ROI to drive renewals and expansion.
• Maintain an understanding of our product and roadmap to guide customers to success and continuously improve their digital maturity.
• Educate customers on the most relevant features of their specific requirements.
• Understand industry trends, challenges with digital adoption, and potential use cases for WalkMe.
• Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers).
• Partner with WalkMe Account Team to ensure customers renew and expand.
• Work with internal WalkMe Account team and Customer to develop a Success Plan outlining immediate and future needs, including metrics for success.
• Monitor customer health to proactively address risks and identify remediation options.
• Utilize available data and customer knowledge to identify risks, document plans, and mitigate them.

Requirements

• 7+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management, working with Fortune 100 companies and their executives.
• Experience managing a quarterly retention and growth quota.
• Increased customer satisfaction, adoption, and retention applying to a technical product.
• High competency in sales discovery methodologies and experience in an enterprise solution sales environment, partnering with account executives to develop and close sales opportunities.
• Ability to work 3 days per week in the San Francisco office.

Qualifications

• Must be able to work 3 days per week in the San Francisco office.

Skills

• Customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management.
• Experience managing a quarterly retention and growth quota.
• High competency in sales discovery methodologies and an ability to run Return on Investment discussions.
• Ability to work 3 days per week in the San Francisco office.

Benefits

• Hybrid Work Arrangement
• Supportive Culture
• Professional Development
• Wellness@WalkMe
• RefreshMe Days
• Rothschild Retirement Contributions

Pay

The OTE for this role is between $150,000 and $175,000 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. The base pay range is subject to change and may be modified in the future.

Schedule

Must be able to work 3 days per week in the San Francisco office.