Customer Success Manager
Versapay
ERP
Senior Customer Success Manager
WalkMe™
full-time
Posted on:
Origin: • 🇺🇸 United States • North Carolina
Visit company websiteJob Level
Senior
Tech Stack
ERP
About the role
- Act as the trusted advisor for a portfolio of up to 10 Fortune 1000 WalkMe customers managing a book of up to $6M in annual revenue
- Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention
- Schedule and prepare Executive Business Reviews focused on increasing customer adoption and proving ROI to drive renewals and expansion
- Maintain an understanding of product and roadmap to guide customers and improve their Adoption Score
- Educate customers on the most relevant features for their specific requirements
- Understand customers' industry trends, digital adoption challenges, and potential WalkMe use cases
- Establish and develop strategic, trusted advisor relationships at relevant executive levels
- Work with internal Account team and customers to develop Success Plans including metrics for success
- Monitor customer health and proactively identify and remediate risks
- Partner with Renewal Managers, Account Executives, Services, and Technical Account Managers to ensure renewals and expansion
- Utilize available data and customer knowledge to identify risks and document mitigation plans
Requirements
- 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
- Have maintained a book of 4-6 Strategic customer accounts
- Experience increasing customer satisfaction, adoption, and retention for a technical product
- High competency in sales discovery methodologies and ability to run Return on Investment discussions
- Some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities
- Ability to establish and develop strategic, trusted advisor relationships with Decision Makers, Champions, and Economic Buyers
- Must be able to work 3 days per week in Raleigh office
- Ability to manage a portfolio of up to 10 Fortune 1000 customers and a book of up to $6M in annual revenue
