We’re looking for a French speaking 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 or 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 Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on Investment that leads to renewals or expansion.
- Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote 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 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 or exceed their goals.
- Work with the internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate or future needs, including metrics for success.
- Monitor customer health to reach out to customers before risks escalated 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’ll Need To Succeed
- 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 French is a must.
What Sets Us Apart
- We are dedicated to building a workforce that reflects the diversity of our global community through inclusive programs and initiatives, including equal pay, employee resource groups, holistic benefits and more.
- Hybrid Work Arrangement: We offer a hybrid work schedule.
- 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.
- Wellness: Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July.
- Health Coverage: WalkMe provides health coverage options, where applicable.
- Annual Leave Policy: WalkMe offers a generous annual leave policy tailored to regional standards.
- RefreshMe Days: WalkMe offers RefreshMe Days throughout the year.
- Robust Retirement Contributions: Ask HR for details.
- SAP’s acquisition highlights opportunities to work with cutting-edge technology that drives efficiency.
WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre‑employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.
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