Address WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless 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.
The Manager, Customer Success is a vital part of the management team for WalkMe’s broader CCO organization. This role leads the strategy and execution for our team to ensure the successful adoption, maturity, and growth of our Customers, across WalkMe’s customer base. This role focuses primarily on driving success within our Customer segments. The focus is to be a coach and strategic planner for a team of Customer Success managers (CSMs). As well as meeting and engaging with our customers and establishing relationships with key executives within our customer base.
You understand the managers role, processes, and paths to success and can help define this within the broader CCO organization. You will work with our strategic customers to understand their business objectives and act as their trusted consultant and advisor in their use of WalkMe, ensuring they realize business value. At a team level, they will gather customer feedback and requests while working with internal partners to help align customer adoption with our product roadmap. You will ensure that your team successfully drives forward WalkMe goals. Additionally, you'll work effectively and collaboratively with other managers and leaders across the organization to drive success for both customers and WalkMe.
What You'll Own
Lead the team and ensure that each Customer Success manager can succeed
Hire, train, mentor, and develop team, helping provide clear career pathways for each member
Develop strategy for the success and build out of your Book of Business
Prioritize where we invest our resources and efforts with customers
Drive the team towards key performance metrics
Supervise and identify adoption, maturity, and growth trends for the team and customers to advise customer and business strategy
Manage the team to conduct periodic customer health-checks and review customer health scores
Collaborate with Accounts and other internal teams to ensure Customer Success with special emphasis on adoption, expansion, renewals and advocacy
Partner with the Sales organization to engage in pre-sales activities for high value opportunities
Contribute to the overall vision and strategy of the AMER CSM organization
Provide operational oversight of the business to deliver on targets and goals
What You'll Need to Succeed
8+ years of Customer Success experience, preferably within a SaaS organization
2+ years of experience leading a team, preferably within SaaS
Excellent communication skills both with customers and within an organization
Experience Strong track record of identifying customer needs and successfully implementing long-term software solutions
Strong track record of defining and executing against key performance indicators
Ability to build trust and rapport with a Customer Success team
Ability to challenge team members and be challenged to achieve team goals
Proactive interest to increase customer happiness and deepen customer relationships
Comfortable and willing to be a hands-on contributor, on-site with customers
Experience with enterprise SaaS vendors preferred
We value collaboration and understand the importance of a healthy work-life balance. To support, we offer:
Flexible Work Arrangements: We offer hybrid and flexible hours to help manage work commitments and personal life effectively.
Family Friendly Policies: We provide family friendly policies relevant to your region, to ensure you can prioritise your family’s needs.
Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
Volunteer Time Off
We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic. If you require accommodation for any part of the recruitment process, please send a request to recruiting@walkme.com.
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.
