Senior Customer Success Manager London

Industry leader? Well, how about an industry creator?!

At Walk Me, now an SAP company, we’re not just the leader in digital adoption, we started the digital adoption revolution - enabling organizations to pinpoint and resolve digital friction, regain control of their tech stack, and be better equipped to manage future change. With over 1,600 clients, including 55 Fortune 100 companies and 6 Fortune 10 companies working with us daily, we’re transforming how enterprises interact with their technology.

So, if you’re an expert in your field, and looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, Walk Me is the place for you!

As a Senior Customer Success Manager, you will be a trusted advisor to a portfolio of up to 10 Fortune 1000 Walk Me customers managing a book of up to $6M in annual revenue, helping them achieve maximum value from the Walk Me platform. You will understand your clients' digital adoption goals, and recommend solutions to help them get the most out of our product and exceed their goals.

You will report to the Director of Customer Success.

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.

Understand your customer’s industry trends, challenges with digital adoption, and current and potential use cases for Walk Me.

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 Walk Me Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

Work with internal Walk Me Account team and Customer to develop a Success Plan outlining how Walk Me addresses their immediate/future needs (including metrics for success).

Monitor customer health to reach out to customers before risks escalates 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.

• 7+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.
• Must be able to work 3 days per week in San Francisco office

• At Walk Me, 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.
• Hybrid Work Arrangement:
  We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
• 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…