Scaled Customer Success Manager

Overview 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 WalkMe is committed to building a diverse workforce and inclusive culture with programs and initiatives including equal pay, employee resource groups, holistic benefits, and more. Hybrid Work Arrangement: a hybrid schedule that combines remote work with onsite collaboration. Supportive Culture: focus on the whole person and work-life balance. Professional Development: opportunities for career growth through our career compass offering. Wellness: quarterly wellness reimbursements, daily breaks to recharge, and annual Wellness Month in July. Health coverage options to support essential medical benefits for a global workforce. Generous annual leave and RefreshMe Days to support well-being and balance. Robust Retirement Contributions: available per region in coordination with HR. SAP's acquisition of WalkMe supports opportunities to work with cutting-edge technology. Our job titles may span more than one career level. The OTE for this role is between $155,000 and $170,000 AUD including salary and variables. The actual base pay is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus and benefits as part of our competitive total rewards package. 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. Seniority level Mid-Senior level Employment type Full-time Job function Other Industries Software Development #J-18808-Ljbffr