Note: The job is a remote job and is open to candidates in USA. WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to help organizations maximize technology usage and drive digital transformation. The Customer Success Manager will serve as a trusted advisor to a portfolio of Fortune 1000 customers, guiding digital adoption, demonstrating product value, managing customer health, and partnering with account teams to drive renewals and expansion.
Responsibilities
- Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention
- Schedule and prepare Success 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 to promote adoption of the product
- Educate customers on the most relevant features of their specific requirements, be comfortable guiding customers through the WalkMe platform, and showing them the ‘Art of the possible’
- 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 meet/exceed their goals
- Work with the 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
- Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand
Skills
- Candidates must be fluent in both German and English
- 5+ years of customer facing experience in Enterprise SaaS customer success, account management, project management, pre-sales or post-sale services, 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
Benefits
- Hybrid work schedule combining remote work with onsite work.
- Inclusive programs and initiatives including equal pay and employee resource groups.
- Opportunities for career development through WalkMe’s career compass offering.
- Quarterly wellness reimbursements.
- Daily BrightBreaks to recharge.
- WalkMe’s annual Wellness Month every July.
- Health coverage options, where applicable, to ensure employees have access to essential medical benefits.
- Generous annual leave policy tailored to meet regional standards.
- RefreshMe Days throughout the year.
- Robust retirement contributions.
- Flexible working models.
Company Overview