Scaled Customer Success Manager

WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's features—guidance, engagement, insights, and automation—employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.

Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's intuitive digital adoption platform.

Scaled CSMs work with customers in proactive and reactive 1:1 interactions and through 1:many programs to target specific customer groups with automated digital outreach. Our Scaled CSM team manages a higher volume of customers using a team-based approach and leveraging data-driven programs and effective playbooks to support customers with the timely and relevant resources throughout their journey. We’re looking for an experienced Senior Scaled CSM to help us deliver incredible customer experiences, develop our playbooks and drive more scale.

**What You'll Own**:
- 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
- Run 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

**What You Need to Succeed**:
- 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 engagement 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.
- Multilingual abilities are highly valued. Proficiency in Japanese is preferred but not required.
- Must be able to work 3 days per week in office.

**What Sets Us Apart**:
- At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
- Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
- 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.
- WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.
- WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
- WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
- Robust Retirement