Customer Success Engineering Manager, WalkMe

• 5+ years in customer-facing technical roles (CSE, Solutions Engineer, Technical Advisor, PS/Enablement roles, etc.)
• 2+ years of people management or leadership experience preferred
• Strong technical understanding of SaaS/web technologies (HTML/CSS/JS), integrations, and data workflows
• Ability to understand business needs and translate them into effective WalkMe solutions
• Skilled in report interpretation and AI insight usage to drive decisions and actions
• Excellent communication and stakeholder management across business and technical teams
• Strong organizational skills with ability to manage multiple workstreams and priorities
• Passion for coaching talent, improving operational maturity, and driving measurable outcomes

Desirable

• We are seeking a Customer Success Engineering (CSE) Manager to lead, grow, and enable a high-performing CSE organization
• This leader will oversee delivery execution, customer outcomes, capacity planning, and operational excellence — while driving adoption, value realization, retention, and strategic impact across enterprise accounts
• The CSE Manager will set the bar for solution advising excellence, evolving a proactive methodology where engineers leverage insights, anticipate risks, reduce escalations, and accelerate customer success
• This role blends people leadership, delivery oversight, enablement strategy, and cross-functional partnership
• Manage, mentor, and develop a team of CSEs — improving technical depth, advising skills, and business understanding
• Build a culture of proactivity, ownership, continuous improvement, outcome focus, and customer value creation
• Ensure CSEs demonstrate core IC competencies: solution advising, implementation, enablement, reporting/AI insight usage, and proactive risk identification
• Run structured coaching, 1:1s, shadow programs, learning paths, and development planning
• Lead hiring, capability leveling, career pathing, and talent calibration
• Drive the hiring and development of a new CSE team in 2026 — building foundational capabilities, onboarding structure, and the operating rhythm for a growing organization
• Oversee customer engagements focused on configuration, implementation, enablement, optimization, and ongoing impact delivery
• Maintain visibility into assignment timelines, capacity, blockers, and outcomes
• Ensure best practices in solution design, build, rollout, testing, and production readiness
• Validate that CSEs understand customer business cases and translate them into high-impact WalkMe solutions
• Engage directly with customers — particularly for critical, strategic, or high-risk engagements — to ensure the right plan, approach, and solution has been delivered
• Guide CSEs in delivering workshops, training sessions, office hours, and ongoing learning programs that accelerate adoption and maturity
• Drive CSAT, feature utilization, time-to-value, expansion influence, and renewal outcomes
• Ensure the team monitors usage signals, reports, workflows, and AI insights to identify risks early
• Support escalations for complex or strategic accounts while coaching IC ownership and self-resolution
• Promote a value-focused advising approach rather than task-focused execution
• Build and scale playbooks, documentation, frameworks, and delivery patterns for repeatable success
• Reinforce proactive work methodology — structured communication, early risk flagging, mitigation planning
• Optimize tooling, reporting, assignment intake, forecasting, and utilization workflows
• Collaborate with CSM, TAs, Sales, Support, and Product to strengthen cross-functional alignment and execution
• Translate field learnings into product feedback, feature requests, and usability improvement recommendations
• Create and expand knowledge assets: guides, workflows, documentation, best-practice standards
• Support customer and internal enablement programs such as training, workshops, and learning series
• Define skill frameworks, expectations, and development tracks for CSE professional growth
• Success in the role:
• CSE team delivers consistently and with high quality across strategic work
• Customer adoption grows through proactive insights, advising maturity, and business alignment
• Escalations decrease as risks are identified and mitigated early
• Playbooks, documentation, and repeatable delivery assets reduce variability and accelerate execution
• CSEs operate with proactive rhythm — leveraging data/AI signals to drive outcomes rather than respond to issues
• Strong collaboration with CS, TAs, Support, Product, and Sales