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Full-Time

Manager – Customer Success Operations

Confirmed live in the last 24 hours

WalkMe

WalkMe

1,001-5,000 employees

Enhances productivity with digital adoption platform

Data & Analytics
Robotics & Automation
Consulting
Enterprise Software
Aerospace

Compensation Overview

$110k - $130kAnnually

+ Bonus + Benefits + RSUs

Mid

Raleigh, NC, USA

Hybrid position in Raleigh.

Category
Customer Experience
Customer Success
Customer Success & Support
Sales & Account Management
Required Skills
Sales
Management
Data Analysis
Requirements
  • Must have 3+ years experience in an operations capacity, working in or supporting Customer Success organizations (CSMs, Scaled and Digital), with a focus in retention, renewals, and expansions
  • Must have 2+ years experience working with a Customer Success Platform (Gainsight, Planhat, Catalyst, Totango or similar)
  • Proven experience in SFDC and its business data structure
  • Proven experience redesigning journey touchpoints to incorporate digital touchpoints to drive more scale across all segments or within specific segments
  • Seasoned analytics; data analysis and reporting for leadership. GTM Dashboard/reporting interpreting, buildup facilitation and maintenance
  • Experience working with Tableau, or BI tools
  • CS, Scaled & Digital Success department performance KPIs.
  • Customer Health, Risk Management, and trending modeling to foster renewal and expansion
  • Project management and change management skills
  • Experience influencing and leading a team toward achieving goals
  • Problem-solving skills with the ability to conduct qualitative and quantitative analysis
  • Team player that operates with the highest level of integrity (this is a WalkMe core value)
  • Knowledge in building models for predicting renewals and churn based on correlated data a plus
Responsibilities
  • Develop operational procedures for the CSG Customer Success organization
  • Work with and communicate changes to the senior team members globally across our Operations, Customer Success, Services, Renewals, Sales and Product teams
  • Review current policies, identify gaps and help improve processes so that our remote teams can stay current as our business grows and changes
  • Establishing and enforcing standards of excellence across the Customer Success organization.
  • Align CSG Ops objectives with Customer Success organization's strategic goals.
  • Driving the development and implementation of Customer Success best practices, Operational Procedures, and innovative strategies.
  • Providing expert guidance to various teams and departments within the Customer Success organization.
  • Evolve our customer journey to better leverage digital and scaled motions, through reimagined processes, technology, and data
  • Ensuring compliance with relevant standards, and Customer Success organizational policies.
  • Partner with the Infosystem and Business Intelligence teams to develop dashboards on metrics for the Customer Success Function Leadership team
  • Partner with the Infosystems team to develop/maintain functionality in our Customer Success Tech Stack toolsets
  • Identifying and managing risks that could impact the Customer Success organization's performance.
  • Identify and measure areas of operational improvements to increase customer value
  • Help troubleshoot operational issues as they surface; propose changes to processes
  • Create ad hoc analysis, reporting, and presentations

Employing a sophisticated Digital Adoption Platform (DAP), this company enhances enterprise software usability with powerful features like real-time contextual guidance, user engagement, and automation capabilities. Specializing in improving user productivity and simplifying complex interfaces, it creates an optimal work environment focused on technological advancement and continuous user experience improvements. The platform serves top industries, placing the firm at the forefront of digital adoption practices, making it an excellent workplace for those interested in tech-driven solutions and industry leadership.

Company Stage

IPO

Total Funding

$579.5M

Headquarters

San Francisco, California

Founded

2011

Growth & Insights
Headcount

6 month growth

0%

1 year growth

-3%

2 year growth

-14%
Simplify Jobs

Simplify's Take

What believers are saying

  • The acquisition by SAP at a 45% premium indicates strong market confidence and potential for financial stability and growth.
  • WalkMe's continuous innovation, such as the launch of WalkMeX, positions it at the forefront of AI-driven digital adoption solutions, promising exciting career opportunities.
  • Recognition as a leader in the IDC MarketScape for DAP and strategic partnerships bolster WalkMe's industry standing and growth prospects.

What critics are saying

  • The acquisition by SAP may lead to cultural and operational integration challenges, potentially affecting employee morale and productivity.
  • WalkMe's share price decline post-IPO highlights potential volatility and market skepticism that could impact employee stock options and financial incentives.

What makes WalkMe unique

  • WalkMe's acquisition by SAP positions it uniquely to leverage SAP's extensive enterprise customer base, unlike standalone competitors.
  • The introduction of WalkMeX, an AI copilot, showcases WalkMe's commitment to integrating advanced AI for contextual workflow suggestions, setting it apart from traditional digital adoption platforms.
  • Strategic alliances with industry leaders like Cognizant and UST enhance WalkMe's ability to address the complexities of AI-powered technology adoption, a niche not fully exploited by competitors.

Benefits

Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families

401(k) with company matching program

Parental Leave programs

Vacation policy to encourage a healthy work-life balance

WalkMe offices are open during Covid-19 for those who chose to come (vaccines required) with in-person and virtual social activities to promote positive employee engagement