Role Summary
We’re looking for a Rockstar Customer Success Manager to help take digital adoption and WalkMe to the next level. As a Customer Success Manager, you’ll be responsible for being a trusted advisor to a portfolio of up to ten Fortune 1000 WalkMe customers, managing a book of up to $6M in annual revenue, and helping them achieve maximum value from the WalkMe platform.
What You’ll Own
Be the ‘voice of the customer’ and provide internal feedback to maximize customer value and retention.
Schedule and prepare Executive Business Reviews for customers, focusing on increasing adoption and proving ROI that leads to renewals or expansion.
Maintain an understanding of our product and roadmap to guide customers to success and continue promoting higher adoption scores.
Educate customers on the most relevant features for their specific requirements.
Understand customer industry trends and 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 in best‑practice usage of the platform to manage risk and meet or exceed goals.
Work with the internal account team and customer to develop a Success Plan outlining how WalkMe addresses their immediate and future needs, including metrics for success.
Monitor customer health to reach out before risks escalated and identify remediation options.
Partner with the WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.
Required Qualifications
5+ years of customer advocacy and engagement experience in enterprise SaaS customer success, account management, or post‑sales relationship management with Fortune 1000 companies and their executives.
Experience managing a quarterly retention and growth quota.
A book of enterprise customer accounts (4,000+ employees).
Increased customer satisfaction, adoption, and retention by applying technical product knowledge.
Exceptional communication and presentation skills in both German and English.
High competency in sales discovery methodologies and ability to run ROI discussions, with some experience in an enterprise solution sales environment, partnering with account executives to develop and close sales opportunities.
Employment Information
Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo background verification with an external vendor.
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