As a Senior Customer Success Manager, you will advise Fortune 1000 clients on maximizing value from WalkMe's Digital Adoption Platform, manage a book of up to $3.5M, and ensure customer satisfaction, retention, and growth through strategic partnerships and targeted outcomes.
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 Senior 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 $3.5M in annual revenue, helping them achieve maximum value from the WalkMe platform, reporting to the Head of Customer Success, APAC.
You will:
Understand your clients' digital adoption goals and align them to their organization's strategic priorities
Act as a trusted advisor and expert by focusing on strategic outcomes and value realization
Recommend solutions to help them get the most out of our product and exceed their goals
What You'll Own
- 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.
- Maintain an understanding of our product and roadmap, so you can guide customers to success and continue uplift their digital maturity.
- Educate customers on the most relevant features of their specific requirements, and provide coaching and guidance on governance best practice.
- Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.
- Establish and develop strategic, trusted advisor relationships 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.
- Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.
- Work with internal WalkMe 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.
- Utilize available data and customer knowledge to identify risks, then take the necessary steps to document your plan and mitigate the risk.
What You 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 100 companies and their executives.
- Experience managing a quarterly retention and growth quota.
- You've maintained a book of 4-6 Strategic customer accounts
- 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 Sets Us Apart
- 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 [email protected].
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.
Top Skills
Enterprise Saas
Similar Jobs
Information Technology • Consulting
The Senior ServiceNow Consultant will design, configure, and implement ServiceNow solutions, focusing on ITSM, CSM, and FSM, while providing technical expertise and support.
Top Skills:
Customer Service ManagementField Service ManagementIt Service ManagementServicenow
Consulting
The Client Success Manager will build relationships with clients, enhance their use of Gartner services, conduct reviews, and ensure satisfaction and retention.
Blockchain • Fintech • Payments • Consulting • Cryptocurrency • Cybersecurity • Quantum Computing
Manage customer relationships for the Priceless Platform, ensuring successful use and growth of digital marketing solutions while collaborating with multiple internal teams.
Top Skills:
APIsDigital MarketingFigma Prototyping
What you need to know about the Singapore Tech Scene
The digital revolution has driven a constant demand for tech professionals across industries like software development, data analytics and cybersecurity. In Singapore, one of the largest cities in Southeast Asia, the demand for tech talent is so high that the government continues to invest millions into programs designed to develop a talent pipeline directly from universities while also scaling efforts in pre-employment training and mid-career upskilling to expand and elevate its workforce.
