Customer Success Manager - WalkMe

Job Title: Customer Success Manager
Job Location: Berlin
Job Listing URL: https://jobs.lever.co/walkme/d2e1c006-d292-4d76-ad55-66f1edbefa73
Job Description: 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.

This role is with SAP, supporting WalkMe.

*Candidates must be fluent in both German and English*

We’re looking for a 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 WalkMe 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 WalkMe customers, helping them achieve maximum value from the WalkMe 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.

What You'll Own
Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention.
Schedule and prepare Success 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 adoption of the product.
Educate customers on the most relevant features of their specific requirements, be comfortable guiding customers through the WalkMe platform, and showing them the ‘Art of the possible’.
Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe.
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 WalkMe addresses their immediate/future needs (including metrics for success).
Monitor customer health to reach out to customers before risks escalate and identify remediation options.
Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand.

What You Need to Succeed
5+ years of customer facing experience in Enterprise SaaS customer success, account management, project management, pre-sales or post-sale services, 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 is a must

What Sets Us Apart
SAP Benefits Link: https://jobs.sap.com/content/Benefits/?locale=en_US
SAP Hiring Process: https://jobs.sap.com/content/Hiring-Process/?locale=en_US
SAP DEI: https://www.sap.com/about/inclusion.html
SAP Sustainability: https://www.sap.com/products/sustainability/our-approach.html
SAP Employee Resource Groups/Employee Network Groups: https://jobs.sap.com/content/Employee-Network-Groups/?locale=en_US

This role is with SAP, which means you'll be joining SAP as an employee while supporting WalkMe products.