Senior Manager, Scaled Customer Success - WalkMe

Job Title: Senior Manager, Scaled Customer Success
Job Location: San Francisco
Job Listing URL: https://jobs.lever.co/walkme/27d39594-a5e5-41ce-a84e-acb9f20b4a2f
Job Description: WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.

We are seeking a strategic leader to innovate and scale our global Scaled Customer Success function. This individual will be responsible for a specific customer segment, driving adoption, retention, and risk mitigation. They will lead initiatives to develop customer-centric playbooks, programs, and engagement models that optimize customer outcomes at scale. As a key innovator, this leader will enhance efficiency through automation, technology, and best practices, influencing the broader customer success and experience strategy while ensuring sustainable growth.
What You'll Own
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.
What You Need To Succeed
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.
What Sets Us Apart
At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic.
We value collaboration and understand the importance of a healthy work-life balance . To support, we offer:
Flexible Work Arrangements: We offer hybrid and flexible hours to help manage work commitments and personal life effectively.
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.
Comprehensive Health Care Coverage for our Employees and Families, 401(k) program with company matching (up to $5,000), and a vacation policy to encourage a healthy work-life balance.
WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!