Senior Customer Success Manager London

WalkMe; City of Westminster; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading digital adoption company based in the UK is looking for a Customer Success Manager to manage up to 10 Fortune 1000 clients, overseeing a significant portfolio revenue. The ideal candidate will have extensive experience in customer success within Enterprise SaaS, ensuring clients achieve the maximum value from the platform. This role includes building strategic relationships, conducting Executive Business Reviews, and managing customer satisfaction. The company offers a supportive hybrid work culture, professional development opportunities, and wellness programs.

Benefits

Hybrid Work Arrangement

Supportive Culture

Professional Development

Wellness reimbursements

Generous annual leave policy

RefreshMe Days

Robust Retirement Contributions

Qualifications

• 5+ years of customer success experience with Fortune 1000 companies.
• Experience managing a retention and growth quota.
• Ability to run Return on Investment discussions.

Responsibilities

• Act as a trusted advisor to customers managing a significant revenue book.
• Prepare Executive Business Reviews to increase customer adoption.
• Establish strategic relationships at high levels with decision-makers.

Skills

Customer advocacy in Enterprise SaaS

Account management

Stakeholder relationship management

Sales discovery methodologies

Job description

Overview

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 will 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.

Responsibilities

• Be the 'voice of the customer' and provide internal feedback to maximize 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 escalated and identify remediation options.

Qualifications

• 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.

About WalkMe

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. 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.

Benefits & Culture

• 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 ! 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!

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.