Senior Customer Success Manager, WalkMe
$150-175k
OTE
3 days a week in office
Digital adoption platform
Open for applications
Digital adoption platform
1001+ employees
Open for applications
$150-175k
OTE
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
- 7+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
- Must be able to work 3 days per week in San Francisco or Austin office
What the job involves
- 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 $6M in annual revenue, helping them achieve maximum value from the WalkMe platform
- You will understand your clients' digital adoption goals, and recommend solutions to help them get the most out of our product and exceed their goals
- You will report to the Director of Customer Success
- 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 to promote up their Adoption Score
- Educate customers on the most relevant features of their specific requirements
- 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
- Work with 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
- Utilize available data and customer knowledge to identify risks, then take the necessary steps to document your plan and mitigate the risk
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. The company offers tangible benefits to a client list investing increasing amounts in WalkMe’s offerings, and the global appetite for digital transformation tools looks set to meet WalkMe’s plans for further global expansion.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
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 values
- Empowering Progress - We believe in the potential of technology to continue changing how humans interact with the world and actively create and champion opportunities for people to fuel that progress
- Customer Centricity - We work with a hands-on commitment to deliver strategic value to our external and internal customers through an internal coordinated effort that prioritizes the success of our customer
- Leading from Eye Level - We celebrate each other's wins and believe in the power of ideas and innovation, not the power of rank. Everyone at WalkMe rolls up their sleeves and works together to turn problems into opportunities
- Can-Do Attitude - We are excited about our global, category defining company. We take proactive action within and outside of our roles through thoughtful collaboration across departments. We believe in our individual abilities to make an impact
- Communicate with Empathy and Intent - Whether we’re working with each other or clients, we aim to actively listen, receive feedback with an open mind, and respond with humility, interest, and empathy. When providing feedback to others, we approach them with an intent to educate, inform and persuade through reason
Company HQ
South Beach, San Francisco, CA
Articles
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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