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Customer Success Manager

2 months ago

Sydney, New South Wales, Australia WalkMe Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at WalkMe. As a key member of our Customer Success organization, you will be responsible for driving customer adoption and retention, ensuring that our clients achieve maximum value from our Digital Adoption Platform.

Key Responsibilities
  • Customer Advocacy: Develop and maintain strong relationships with our Fortune 1000 customers, understanding their digital adoption goals and recommending solutions to help them achieve success.
  • Strategic Planning: Collaborate with customers to develop Success Plans, outlining how WalkMe can address their immediate and future needs, and ensuring that we are meeting their expectations.
  • Account Management: Manage a portfolio of up to 10 customers, with a book of up to $3.5M in annual revenue, and work closely with our Account Team to ensure customer satisfaction and retention.
  • Risk Mitigation: Monitor customer health and identify potential risks, developing plans to mitigate these risks and ensure customer success.
  • Communication: Provide regular updates and insights to our customers, ensuring that they are aware of the value they are receiving from our platform.
Requirements
  • Experience: 5+ years of customer advocacy and engagement experience in Enterprise SaaS Customer Success, account management, or post-sales relationship management.
  • Skills: Strong communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
  • Knowledge: In-depth knowledge of digital adoption platforms and the ability to understand customer needs and develop solutions to meet those needs.
What 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 prioritize 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.