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Senior Manager – Scaled Customer Success
| Company | WalkMe |
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| Location | San Francisco, CA, USA |
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| Salary | $150000 – $170000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior, Expert or higher |
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Requirements
- 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, in-app messaging, AI-driven engagement).
- Excellent analytical skills with the ability to use data to drive decision-making and prioritize high-impact initiatives.
- Strong leadership and change management skills, with a passion for innovation and operational excellence.
- Ability to thrive in a fast-paced, evolving environment and design an org structure that enables long-term growth.
- A collaborative mindset with the ability to influence and bring innovation to peers across the organization.
Responsibilities
- 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 data-driven 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 cross-functional 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.
Preferred Qualifications
No preferred qualifications provided.
