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.

About the Role

WalkMe is looking for a Manager, Customer Success for our Central Region ofNorth America. You will report to the CSM VP and manage a team responsible for ongoing customer relationships, identifying and qualifying revenue expansion opportunities. You will also work with the team to meet (or exceed) associated NRR targets. You'll help hire, onboard and mentor your CSM team to expand existing customer relationships by understanding client goals, demonstrating WalkMe value, providing guidance on best practices, and identifying incremental opportunities to further benefit from the WalkMe platform.

What You'll Own

• Mentor CSM talent and get directly involved to identify and qualify revenue expansion opportunities within accounts for Account Executives to close
• Allow CSM team to increase customer adoption of essential platform features and best practices to maximize Return on investment, ensuring the basis for retention, satisfaction, and growth
• Track and grow Customer NRR - Manage "code-red" accounts through a systematic, repeatable recovery strategy
• Maintain expert understanding of customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe
• Maintain an understanding of our product suite and roadmap, so you can guide your CSM team to achieve maximum customer success and value realization
• Develop an integrated, complementary account management strategy focused on client satisfaction and value realization
• Develop tools and assets that support value confirmation motions and business reviews (monthly or quarterly).
• Contribute to the development of integrated sales-service playbooks
• Establish trusted advisor relationships with client coaches and executive sponsors, ensuring that activities are aligned with the customer's strategy

What You Need to Succeed

• 3+ years of management experience for a Account Management team of 4-8 team members and leading teams and a passion for building and Support diverse teams
• 6+ years of relevant CS experience with Fortune 500 companies (complemented by 8 years of overall work experience in a client-facing role in the SaaS / tech industry)
• 3+ years of experience in Salesforce Automation (SFA), Sales process. Customer Relationship Management (CRM)
• Desire to partner with other managers in development and closure of sales opportunities.
• Experience in an enterprise solution sales environment and the ability to partner with other managers in Sales in development and closing of sales opportunities
• Data-driven with a commitment to process. Excited about driving and tracking a engagement process with all customers in your portfolio

What you will love about us!

• Full health coverage for employees, WalkMe pays 100% of employee premiums and 50% of family premiums, a 401K program, and a vacation policy to encourage a healthy work-life balance.
• WalkMe offices are Work From Home during COVID-19 with frequent virtual social activities to promote positive employee engagement
• WalkMe celebrates our Fifth year on the Forbes Cloud 100 2020 List, and our CEO, Dan Adika, shares his insights into WalkMe.
• WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!

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.

We've made this commitment not only because it's the right thing to do, but also because we know that having diverse perspectives, experiences and identities on our team helps us to better meet the diverse needs of our global clients. While we're not yet where we want to be, our goal is to create a workplace as fair and inclusive as our business is category defining. And at WalkMe, we achieve our goals.

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.