WalkMe is looking for a Senior Customer Success Manager to guide a portfolio of up to 10 Fortune 1000 customers managing up to $6M in annual revenue. As a trusted advisor, you will help them achieve maximum value from the WalkMe platform by deeply understanding their digital adoption goals and recommending strategic solutions.
What You'll Do
- Be the primary 'voice of the customer' and provide internal feedback to maximize customer value and retention.
- Schedule and prepare Executive Business Reviews to increase adoption, prove ROI, and secure renewals and expansions.
- Maintain expert knowledge of WalkMe's product and roadmap to guide customers and promote their Adoption Score.
- Educate customers on the most relevant features for their specific business requirements.
- Understand your customers' industry trends, digital adoption challenges, and current or potential use cases for WalkMe.
- Establish and develop strategic, trusted advisor relationships at the highest relevant levels, including Decision Makers, Champions, and Economic Buyers.
- Work with internal Account teams and customers to develop a Success Plan outlining how WalkMe addresses immediate and future needs.
- Monitor customer health proactively to identify risks early and develop remediation options.
- Partner with the WalkMe Account Team, including Renewal Managers, Account Executives, Services, and Technical Account Managers, to ensure customers renew and expand.
What We're Looking For
- 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 (organizations with 4000+ Employees).
- Demonstrated success in increasing customer satisfaction, adoption, and retention for a technical product.
- High competency in sales discovery methodologies and the ability to lead Return on Investment discussions.
- Some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.
- Ability to travel 3 - 4 times per year.
- Fluent or native German speaker.
- Fluent in English.
Team & Environment
You will report to the Manager of Customer Success.
Benefits & Compensation
- Hybrid Work Arrangement: A schedule combining remote work and onsite collaboration.
- Supportive Culture: A focus on the whole person, celebrating unique experiences and creating space for community.
- Professional Development: Continuous learning and career development through our career compass offering.
- Wellness@WalkMe: Quarterly wellness reimbursements, daily BrightBreaks, and an annual Wellness Month in July.
- Health Coverage Options: Options designed to support the well-being of our global workforce.
- Generous Annual Leave: A policy tailored to meet regional standards.
- RefreshMe Days: Offered throughout the year to strengthen work/life balance.
- Robust Retirement Contributions: Region-specific offerings.
Work Mode
This role follows a hybrid work model.
WalkMe is dedicated to building a diverse workforce through inclusive programs and initiatives, and fostering a culture that celebrates unique experiences and perspectives. WalkMe does not discriminate. If a candidate requires a reasonable accommodation to participate in the hiring process, please contact your Talent Acquisition partner.
