Senior Manager of Scaled Customer Success, WalkMe
$150-170k
+ This role may also be eligible for bonus
Digital adoption platform
Open for applications
Digital adoption platform
1001+ employees
Open for applications
$150-170k
+ This role may also be eligible for bonus
1001+ employees
Company mission
To make digital adoption for employees and customers simple, while increasing enterprise productivity.
Role
Who you are
- 7+ years of experience in Customer Success, Digital Customer Experience, or a related field, with at least 3 years in a leadership role
- Proven experience in building and scaling customer success programs within a pooled or scaled customer success model
- Deep understanding of customer journey frameworks, segmentation, and lifecycle automation
- Strong knowledge of CS technology, tools, and best practices (e.g., Gainsight, community platforms, in-app messaging, AI-driven engagement)
- Excellent analytical skills with the ability to use data to drive decision-making and prioritize high-impact initiatives
- Strong leadership and change management skills, with a passion for innovation and operational excellence
- Ability to thrive in a fast-paced, evolving environment and design an org structure that enables long-term growth
- A collaborative mindset with the ability to influence and bring innovation to peers across the organization
What the job involves
- We are seeking a strategic leader to innovate and scale our global Scaled Customer Success function.
- This individual will be responsible for a specific customer segment, driving adoption, retention, and risk mitigation.
- They will lead initiatives to develop customer-centric playbooks, programs, and engagement models that optimize customer outcomes at scale.
- As a key innovator, this leader will enhance efficiency through automation, technology, and best practices, influencing the broader customer success and experience strategy while ensuring sustainable growth
- Develop and execute a global Scaled Customer Success strategy that aligns with company goals and customer needs
- Lead, mentor, and optimize a pooled CSM team, defining processes and engagement models to efficiently support a high volume of customers
- Create scalable programs to improve adoption, mitigate risk, and enhance retention through data-driven insights
- Implement and refine best practices, playbooks, automation, and digital touchpoints to maximize efficiency and customer impact
- Leverage data and analytics to track success, identify trends, and drive continuous improvements in customer engagement
- Enhance cross-functional collaboration, working with Customer Success, Operations, Marketing, Product, and Sales to ensure a seamless customer journey and minimize friction points
- Drive innovation, developing engagement frameworks and strategies that influence the broader Customer Success and Experience organization
Our take
WalkMe is a code-free digital adoption platform allowing CIOs and executive management visibility into their company’s tech stack. The aim of its software is to help organizations both measure and maximize the impact of their digital transformation.
With more companies than ever undergoing this process, a product that provides some transparency regarding the efficacy of their digital transformation efforts is a smart market proposition. The market opportunity is significant, and global too, and with more of its 2,000+ corporate customers signing up for large contracts WalkMe is cashing in on its strong position.
Following a successful IPO in mid-2021, WalkMe has continued on a strong and steady track, with 35 million users in 42+ countries. An acquisition by German software giant SAP for an estimated $1.5 billion occurred in 2024 and will see WalkMe's workflow execution software improve the buyer's user adoption and engagement.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-9% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Dec 2019
$90m
SERIES G
Nov 2018
$10m
SERIES F
Total funding: $307.5m
Company benefits
- 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 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
- 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!
Company HQ
South Beach, San Francisco, CA
Leadership
Dan Adika
(CEO)Dan worked in the Israel Defense Forces for over 5 years before spending a year as a HP Software Engineer and co-founding WalkMe in April 2011.
Rafael Sweary
(President)Having started their career as CEO of Jetro Platforms, Rafael spent 2 years as an Ocean Assets Entrepreneur in Residence, before 2 years at Koala. They then co-founded WalkMe in 2011.
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