Scaled Customer Success Manager

2 weeks ago

Singapore Walkme Full time

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,

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