Shape Customer Outcomes at Scale
As a Senior Customer Success Manager, you’ll oversee a portfolio of up to 10 enterprise clients, managing a book of business valued at up to $6M annually. Your focus will be on deepening customer engagement, driving platform adoption, and proving measurable business impact to support renewals and expansion.
Key Responsibilities
- Act as the primary strategic advisor, building trusted relationships with decision-makers and economic buyers to align platform use with business goals.
- Lead quarterly Executive Business Reviews to demonstrate ROI, track adoption metrics, and guide customers toward achieving their objectives.
- Develop and maintain customer-specific Success Plans that map WalkMe’s capabilities to current and future business needs, with clear success indicators.
- Monitor customer health indicators proactively, identifying risks early and coordinating internal teams to implement corrective actions.
- Collaborate with Account Executives, Renewal Managers, and Technical Account Managers to support retention and growth initiatives.
- Stay current on product updates and roadmap developments to guide customers toward optimal use of the platform.
- Advocate internally for customer needs, ensuring product and support teams are aligned with real-world usage and feedback.
- Apply sales discovery techniques to uncover new opportunities and support expansion in partnership with the sales team.
Qualifications
- Minimum of 5 years in customer success, account management, or post-sales roles within enterprise SaaS, serving large organizations (4,000+ employees).
- Proven experience managing a portfolio tied to retention and growth targets.
- Fluency in both English and German is required.
- Ability to travel 3–4 times per year as needed.
- Strong understanding of technical platforms and experience guiding enterprise clients through digital transformation.
Work Environment & Culture
This role operates under a hybrid model, balancing remote flexibility with in-person collaboration. The organization values inclusivity, professional growth, and employee well-being, offering wellness reimbursements, dedicated RefreshMe Days, and annual wellness programming. Career development is supported through structured learning paths and internal mobility opportunities. The company is committed to diversity and equitable practices across all levels.
Compensation & Benefits
The company practices equal pay and offers quarterly wellness reimbursements and robust retirement contributions. Health coverage, generous annual leave, and region-specific benefits support a sustainable work-life balance. As part of a larger technology ecosystem, you’ll engage with innovative tools designed to simplify digital workflows across global enterprises.
