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- Tasks: Be the voice of customers, guiding them to maximise their success with WalkMe's platform.
- Company: Join WalkMe, an SAP company, leading the way in digital adoption technology.
- Benefits: Enjoy a hybrid work schedule, wellness perks, and generous leave policies.
- Why this job: Make a real impact by helping Fortune 1000 companies thrive in their digital transformation journey.
- Qualifications: 5+ years in customer success with enterprise SaaS, managing high-value accounts.
- Other info: Embrace a supportive culture that values diversity and continuous professional development.
The predicted salary is between 48000 - 72000 £ per year.
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 revolutionises 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.
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 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 meet/exceed their goals. You will report to the Manager of Customer Success.
What You’ll Own- Be the 'voice of the customer' and provide internal feedback to maximise 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 meet/exceed their goals.
- Work with the 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.
- 5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management working with Fortune 1000 companies and their executives.
- Experience managing a quarterly retention and growth quota.
- You’ve maintained a book of Enterprise customer accounts (4000+ Employees).
- 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.
- 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.
- Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
- 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 Contributions: Ask HR about the specific offerings for your region!
SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.
At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.
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.
Senior Customer Success Manager in City of London employer: WalkMe
Contact Detail:
WalkMe Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Senior Customer Success Manager role.
✨Tip Number 2
Prepare for those interviews by researching WalkMe and its products inside out. Understand their Digital Adoption Platform and think about how you can help clients maximise their digital assets. We want you to shine as the expert they need!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role. Highlight your success in managing customer relationships and driving adoption—show us you’re the Rockstar we’re looking for!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about joining our team at WalkMe.
We think you need these skills to ace Senior Customer Success Manager in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience with Fortune 1000 companies and how you've driven customer success in previous roles. We want to see how you can bring value to our team!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact. Use metrics where possible, like how you increased customer satisfaction or retention rates. This helps us see the real results of your work!
Be Authentic: Let your personality shine through in your application. We’re looking for a Rockstar who fits into our supportive culture, so don’t be afraid to show us what makes you unique and how you can contribute to our team dynamic.
Apply Through Our Website: For the best chance of getting noticed, make sure to apply directly through our website. This way, your application goes straight to us, and we can review it promptly. We can’t wait to hear from you!
How to prepare for a job interview at WalkMe
✨Know Your Product Inside Out
Before the interview, make sure you have a solid understanding of WalkMe's Digital Adoption Platform. Familiarise yourself with its features like guidance, engagement, insights, and automation. This will help you demonstrate how you can leverage these tools to drive customer success.
✨Prepare for Customer Scenarios
Think about potential scenarios you might face with Fortune 1000 clients. Prepare examples of how you've successfully managed customer relationships in the past, particularly focusing on retention and growth. This will show your ability to be a trusted advisor and handle high-stakes situations.
✨Understand Industry Trends
Research the latest trends in digital adoption and the specific challenges faced by industries that WalkMe serves. Being able to discuss these insights during your interview will position you as someone who is not only knowledgeable but also genuinely interested in helping clients succeed.
✨Showcase Your Communication Skills
As a Senior Customer Success Manager, you'll need to communicate effectively with various stakeholders. Practice articulating your thoughts clearly and confidently. Consider role-playing with a friend to simulate the interview environment and refine your delivery.
