Manager, Customer Success

2 weeks ago

Sydney, Australia WalkMe Full time

WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.

The Manager, Customer Success is a vital part of the management team for WalkMe’s broader CCO organization. This role leads the strategy and execution for our team to ensure the successful adoption, maturity, and growth of our Customers, across WalkMe’s customer base. This role focuses primarily on driving success within our Customer segments. The focus is to be a coach and strategic planner for a team of customer success managers (CSMs). As well as meeting and engaging with our customers and establishing relationships with key executives within our customer base.

You understand the managers role, processes, and paths to success and can help define this within the broader CCO organization. You will work with our strategic customers to understand their business objectives and act as their trusted consultant and advisor in their use of WalkMe, ensuring they realize business value. At a team level, they will gather customer feedback and requests while working with internal partners to help align customer adoption with our product roadmap. You will ensure that your team successfully drives forward WalkMe goals. Additionally, you'll work effectively and collaboratively with other managers and leaders across the organization to drive success for both customers and WalkMe.

**What You'll Own**:

- Lead the team and ensure that each customer success manager can succeed
- Hire, train, mentor, and develop team, helping provide clear career pathways for each member
- Develop strategy for the success and build out of your Book of Business
- Prioritize where we invest our resources and efforts with customers
- Drive the team towards key performance metrics
- Supervise and identify adoption, maturity, and growth trends for the team and customers to advise customer and business strategy
- Manage the team to conduct periodic customer health-checks and review customer health scores
- Collaborate with Accounts and other internal teams to ensure customer success with special emphasis on adoption, expansion, renewals and advocacy
- Partner with the Sales organization to engage in pre-sales activities for high value opportunities
- Contribute to the overall vision and strategy of the AMER CSM organization
- Provide operational oversight of the business to deliver on targets and goals

**What You'll Need to Succeed**:

- 8+ years of customer success experience, preferably within a SaaS organization
- 2+ years of experience leading a team, preferably within SaaS
- Excellent communication skills both with customers and within an organization
- Experience Strong track record of identifying customer needs and successfully implementing long-term software solutions
- Strong track record of defining and executing against key performance indicators
- Ability to build trust and rapport with a customer success team
- Ability to challenge team members and be challenged to achieve team goals
- Proactive interest to increase customer happiness and deepen customer relationships
- Comfortable and willing to be a hands-on contributor, on-site with customers
- Experience with enterprise SaaS vendors preferred

**We value collaboration and understand the importance of a healthy work-life balance. To support, we offer**:

- Flexible Work Arrangements: We offer hybrid and flexible hours to help manage work commitments and personal life effectively.
- Family Friendly Policies: We provide family friendly policies relevant to your region, to ensure you can prioritise your family’s needs.
- Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
- Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
- Volunteer Time Off

TO ALL RECRUITMENT AGENCIES:

- WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.

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