Senior Manager Scaled Customer Success
Senior Manager Scaled Customer Success
Posted on :
07-04-2025
Employer Active
1 Vacancy
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Job Description
WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in todays overwhelming digital world. Through WalkMes 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.
We are seeking a strategic leader to innovate and scale our global Scaled Customer Success function. This individual will be responsible for a specific customer segment driving adoption retention and risk mitigation. They will lead initiatives to develop customercentric playbooks programs and engagement models that optimize customer outcomes at scale. As a key innovator this leader will enhance efficiency through automation technology and best practices influencing the broader customer success and experience strategy while ensuring sustainable growth.
What Youll Own
- Develop and execute a global Scaled Customer Success strategy that aligns with company goals and customer needs.
- Lead mentor and optimize a pooled CSM team defining processes and engagement models to efficiently support a high volume of customers.
- Create scalable programs to improve adoption mitigate risk and enhance retention through datadriven insights.
- Implement and refine best practices playbooks automation and digital touchpoints to maximize efficiency and customer impact.
- Leverage data and analytics to track success identify trends and drive continuous improvements in customer engagement.
- Enhance crossfunctional collaboration working with Customer Success Operations Marketing Product and Sales to ensure a seamless customer journey and minimize friction points.
- Drive innovation developing engagement frameworks and strategies that influence the broader Customer Success and Experience organization.
What You Need To Succeed
- 7 years of experience in Customer Success Digital Customer Experience or a related field with at least 3 years in a leadership role.
- Proven experience in building and scaling customer success programs within a pooled or scaled customer success model.
- Deep understanding of customer journey frameworks segmentation and lifecycle automation.
- Strong knowledge of CS technology tools and best practices (e.g. Gainsight community platforms inapp messaging AIdriven engagement).
- Excellent analytical skills with the ability to use data to drive decisionmaking and prioritize highimpact initiatives.
- Strong leadership and change management skills with a passion for innovation and operational excellence.
- Ability to thrive in a fastpaced evolving environment and design an org structure that enables longterm growth.
- A collaborative mindset with the ability to influence and bring innovation to peers across the organization.
What Sets Us Apart
- At WalkMe we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay employee resource groups holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
- 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.
- We value collaboration and understand the importance of a healthy worklife balance . To support we offer:
- Flexible Work Arrangements: We offer hybrid and flexible hours to help manage work commitments and personal life effectively.
- 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.
- Comprehensive Health Care Coverage for our Employees and Families 401(k) program with company matching (up to $5000 and a vacation policy to encourage a healthy worklife balance.
- WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
- WalkMe helps international companies such as: IBM LinkedIn Walgreens Microsoft Adobe Hersheys Quest Diagnostics and more!
Our job titles may span more than one career level. The starting base pay for this role is between $150000 and $170000. 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.
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 thirdparty agency or company that does not have a signed agreement with the Company for this specific role.
Required Experience:
Senior Manager
Employment Type
Full-Time
Key Skills
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