Senior Customer Success Manager

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

Walk Me, an SAP company, pioneered the world's leading Digital Adoption Platform, helping organizations navigate change across any application or system. Today it is the platform that drives AI adoption across the enterprise. Enterprise work stays fragmented across applications, and that fragmentation compounds as AI advances. Traditional training and vendor-provided help leave organizations managing change one application at a time. Walk Me guides people through change, brings AI into the flow of work, automates tasks and shows executives how workflows perform.

Global leaders including IBM, Nestlé, Thermo Fisher Scientific, and the U.S. federal government trust Walk Me. Walk Me turns AI potential into AI performance.

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!

We’re looking for a Senior Customer Success Manager, Commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption and Walk Me to the next level.

As a Customer Success Manager, you’ll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 Walk Me customers, helping them achieve maximum value from the Walk Me platform. You will understand your clients' digital adoption goals, and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager 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 to promote up their Adoption Score.
• 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 meet/exceed their goals.
• Work with the internal 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 escalated and identify remediation options.
• Partner with Walk Me Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

• 5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management working with Fortune 1000 companies and their executives.
• Experience managing a quarterly retention and growth quota.
• You've maintained a book of Enterprise customer accounts (4000+ Employees).
• 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.
• Fluent in both English and German.

• At Walk Me, we are dedicated to building a workforce that…