Senior Customer Success Manager, WalkMe
Scaled
$110-120k
3 days a week in office
Digital adoption platform
Open for applications
Digital adoption platform
1001+ employees
Open for applications
$110-120k
3 days a week in office
1001+ employees
Company mission
To make digital adoption for employees and customers simple, while increasing enterprise productivity.
Role
Who you are
- 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS company
- Experience in a scaled customer engagement model, managing a larger book of business using playbooks, automated communications, and one-to-many outreach strategies
- Comfort with technically complex products—ability to quickly learn and advise customers on software solutions. Prior experience with WalkMe is strongly preferred
- Strong problem-solving skills, with the ability to offer real-time technical guidance and solution recommendations
- Excellent communication and relationship-building abilities, capable of engaging with a wide range of customer personas, from executives to hands-on product users
- Data-driven mindset, leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities
- Ability to work independently and cross-functionally, collaborating with sales, marketing, and product teams to enhance the customer experience
What the job involves
- We’re looking for an experienced Senior Scaled CSM to help us deliver incredible customer experiences, develop our playbooks and drive more scale
- Engage 1:1 with customers as-needed at critical points in the customer journey to ensure adoption and value realization
- Use your in-depth knowledge of WalkMe’s technology to advise customers on how to best use our features and functionality to create tailored solutions, as well as provide real-time technical guidance and troubleshooting
- Manage a wide range of customer conversations, including technical discussions, value assessments, and risk mitigation, with diverse customer personas, from executives to WalkMe builders, adapting communication to suit each audience
- Actively monitor and measure your impact towards growing customer health, product adoption, and revenue
- Partner cross-functionally to turn customer successes into measurable retention and expansion opportunities
- Test and iterate on Scaled program ideas and playbooks and track results based on common customer positive business outcomes
- Find new opportunities to implement 1:many programs and tactics that can effectively enable customer value and outcomes in a repeatable and scalable format
- Identify trends for common customer challenges and actively suggest ways to address them
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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