Customer Success Manager

Confirmed live in the last 24 hours

Locations

New York, NY, USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Desired Skills

Sales

Requirements

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
You've maintained a book of Enterprise customer accounts (4000+ Employees)
Increase customer satisfaction, adoption, and retention applying to a technical product
High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities

Responsibilities

Value Realization:
Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention
Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on investment that leads to renewals/expansion
Product Knowledge:
Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote up their Adoption Score
Educate customers on the most relevant features of their specific requirements
Customer Relationships:
Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe
Establish and develop strategic, trusted advisor relationship at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and exceed their goals
Account Success Plans:
Work with internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success)
Monitor customer health to reach out to customers before risks escalate and identify remediation options
Team Collaboration:
Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand

WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to accomplish the promise of technology in today’s overwhelming digital world. Through WalkMe’s guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.

As a Customer Success Manager, you will be a trusted advisor to a portfolio of up to 10 Fortune 1000 WalkMe customers managing a book of up to $6M in annual revenue, helping them achieve maximum value from the WalkMe platform. You will understand your clients’ digital adoption goals, and recommend solutions to help them get the most out of our product and exceed their goals. You will report to the Director of Customer Success.

What You’ll Own

Value Realization:
Be the ’voice of the customer’ and provide internal feedback to maximize customer value and retention.
Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on investment that leads to renewals/expansion.
Product Knowledge:
Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote up their Adoption Score.
Educate customers on the most relevant features of their specific requirements.
Customer Relationships:
Understand your customer’s industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.
Establish and develop strategic, trusted advisor relationship at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and exceed their goals.
Account Success Plans:
Work with internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success).
Monitor customer health to reach out to customers before risks escalate and identify remediation options.
Team Collaboration:
Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

What You’ll Need to Succeed

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.
You’ve maintained a book of Enterprise customer accounts (4000+ Employees).
Increase customer satisfaction, adoption, and retention applying to a technical product.
High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities.

What You’ll Love About Us!

Comprehensive Health Care Coverage for Medical, Dental, and Vision for our Employees and Families, 401(k) with company matching program, Parental Leave programs, and a vacation policy to encourage a healthy work-life balance.
WalkMe is a remote and hybrid work environment for those who chose to come to regional offices (vaccines required) with frequent in-person and virtual social activities to promote positive employee engagement
WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey’s, Quest Diagnostics and more!

At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration and innovation that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.

We’ve made this commitment not only because it’s the right thing to do, but also because we know that having diverse perspectives, experiences and identities on our team helps us to better meet the diverse needs of our global clients. While we’re not yet where we want to be, our goal is to create a workplace as fair and inclusive as our business is category defining. And at WalkMe, we achieve our goals.

Our job titles may span more than one career level. The starting base pay for this role is between $90,000 and $150,000. The actual base pay is dependent upon many factors, such as: 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. This role may also be eligible for bonus, benefits, and RSUs as part of our competitive total rewards package.

TO ALL RECRUITMENT AGENCIES:

WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.

1,001-5,000 employees

Website

Digital adoption platform

Company Overview

WalkMe wants to fundamentally transform the productivity of humanity by harnessing the power of technology.

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

Company Core Values

Empowering Progress - We believe in the potential of technology to continue changing how humans interact with the world and in the opportunities for people to fuel that progress.
Customer Centricity - We work with a hands-on commitment to deliver strategic value to our external and internal customers through an internal coordinated effort that prioritizes the success of our customer.
Can-Do Attitude - We are excited about our global, category defining company. We take proactive action within and outside of our roles through thoughtful collaboration across departments. We believe in our individual abilities to make an impact.
Communicate with Empathy and Intent - Whoever we work with, we aim to actively listen, receive feedback with an open mind, and respond with humility. We deliver feedback with an intent to educate, inform and persuade through reason.
Leading from Eye Level - We celebrate each other's wins and believe in the power of ideas and innovation, not the power of rank. Everyone at WalkMe rolls up their sleeves and works together to turn problems into opportunities!