WalkMe is looking for an experienced Customer Success Manager to engage and retain our Enterprise customers, driving renewals and expansion opportunities. You will complete the post-sales lifecycle, serving as a customer advocate and accelerating WalkMe's growth within each account.
What You'll Do
- Serve as the trusted point of contact for WalkMe’s portfolio of Enterprise customers throughout the lifecycle, from point of sale through onboarding, business reviews, project success, and renewals.
- Build relationships with decision-makers and economic buyers to uncover business needs and priorities to establish a succession plan for your accounts.
- Understand customer requirements, and identify, up-sell and cross-sell opportunities to deepen penetration of WalkMe solution within the customer environment.
- Proactively engage each account to identify risks and ensure every WalkMe functionality and offering is being leveraged, maximizing the value of each subscription.
- Work cohesively with professional services and sales to define project deliverables and customer’s ongoing service package needs.
- Own and establish creative ways for WalkMe to increase renewals and drive long term customer success.
What We're Looking For
- 3+ years of relevant Customer Success, Account Management, Project Management, or Consultant experience, with Fortune 500 organizations.
- Experience targeting renewals and expansion sales.
- Demonstrates high competency in sales discovery methodologies and strategic value and ROI discussions.
- Strong commercial and technical aptitude; can confidently discuss technical aspects alongside commercial negotiations.
- Relationship management internally to establish resource needs.
- Ability to design pricing strategy and articulate commercial aspects of the agreement.
- Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment.
- Knowledge and experience of web application, CSS and HTML.
- Natural proactive nature who works to curb reactive behaviors and goes above and beyond.
- Highly data-driven with a commitment to process. Excited about driving and tracking a consistent engagement process with all customers in your portfolio.
- Team player with the highest level of integrity.
- Native level in Japanese and business level English (writing, reading).
- Must be in the office 3 times a week.
Nice to Have
- Experience in an enterprise solution sales environment and ability to partner with account executives in development and closure of sales opportunities.
Technical Stack
- HTML
- CSS
Team & Environment
You will report to the Customer Success Manager in our Tokyo office.
Work Mode
This is a hybrid role based in Tokyo, requiring office attendance three times per week.
WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.
