Senior Customer Success Manager

WalkMe; Singapore; Hybrid; SGD 90,000 - 120,000; Full time

Job summary

A leading digital adoption platform provider in Singapore is seeking a Senior Customer Success Manager. The role involves advising Fortune 1000 clients to maximize their use of the platform, managing significant revenue accounts, and driving customer satisfaction and retention. Ideal candidates have over 5 years in SaaS customer success and are strong in relationship management. The company offers hybrid work arrangements and a supportive culture.

Benefits

Flexible Work Arrangements

Family Friendly Policies

Supportive Culture

Professional Development

Volunteer Time Off

Qualifications

• 5+ years of experience in Enterprise SaaS Customer Success.
• Experience managing a quarterly retention and growth quota.
• Proven track record with Fortune 100 companies.

Responsibilities

• Act as a trusted advisor and expert for clients.
• Schedule Executive Business Reviews to increase adoption.
• Provide internal feedback to maximize customer value.

Skills

Customer advocacy

Account management

Client relations

Sales methodologies

Technical product knowledge

Job description

WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to accomplish the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and 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.

As a Senior Customer Success Manager, you will be a trusted advisor to a portfolio of up to 10 Fortune 1000 WalkMe customers managing a book of up to $3.5M in annual revenue, helping them achieve maximum value from the WalkMe platform, reporting to the Head of Customer Success, APAC.

You will:

Understand your clients' digital adoption goals and align them to their organization's strategic priorities

Act as a trusted advisor and expert by focusing on strategic outcomes and value realization

Recommend solutions to help them get the most out of our product and exceed their goals

What You'll Own

• 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 uplift their digital maturity.
• Educate customers on the most relevant features of their specific requirements, and provide coaching and guidance on governance best practice.
• 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 exceed their goals.
• Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.
• Work with internal WalkMe 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.
• Utilize available data and customer knowledge to identify risks, then take the necessary steps to document your plan and mitigate the risk.

What You Need to Succeed

• 5+ years of customer advocacy and engagement experience in Enterprise SaaS Customer Success, account management, or post-sales relationship management working with Fortune 100 companies and their executives.
• Experience managing a quarterly retention and growth quota.
• You've maintained a book of 4-6 Strategic customer accounts
• 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.

What Sets Us Apart

• 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

We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic. If you require accommodation for any part of the recruitment process, please send a request to [e-mail].

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.