Scaled Customer Success Manager

Industry leader? Well, how about an industry creator?! At WalkMe, now an SAP company, we’re not just the leader in digital adoption, we started the digital adoption revolution - enabling organizations to pinpoint and resolve digital friction, regain control of their tech stack, and be better equipped to manage future change. With over 1,600 clients, including 55 Fortune 100 companies and 6 Fortune 10 companies working with us daily, we’re transforming how enterprises interact with their technology. So, if you’re an expert in your field, and looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, WalkMe is the place for you! Scale CSMs work with customers in proactive and reactive 1:1 interactions and through 1:many programs to target specific customer groups with automated digital outreach. Our Scaled CSM team manages a higher volume of customers using a team-based approach and leveraging data-driven programs and effective playbooks to support customers with the timely and relevant resources throughout their journey. We’re looking for an experienced Scaled CSM to help us deliver incredible customer experiences, develop our playbooks and drive more scale. Scaled CSMは、プロアクティブ（能動的）およびリアクティブ（受動的）な1対1の連携と、デジタル自動化ツールを活用した1対多（1:Many）のプログラムを通じて、特定の顧客グループへアプローチします。当社のScaled CSMチームは、チームベースのアプローチとデータ主導型のプログラム、効果的なプレイブック（業務手順書）を活用し、より広範な顧客層を管理することで、顧客のジャーニー全体を通して適切なタイミングで有益なリソースを提供します。私たちは、素晴らしい顧客体験の提供、プレイブックの構築、そしてスケーリングの推進に貢献していただける経験豊富なScaled CSMを募集しています。 What you'll do/職務内容 Engage 1:1 with customers as-needed at critical points in the customer journey to ensure adoption and value realization Use your in-depth knowledge of WalkMe’s technology to advise customers on how to best use our features and functionality to create tailored solutions, as well as provide real-time technical guidance and troubleshooting Manage a wide range of customer conversations, including technical discussions, value assessments, and risk mitigation, with diverse customer personas, from executives to WalkMe builders, adapting communication to suit each audience Actively monitor and measure your impact towards growing customer health, product adoption, and revenue Partner cross-functionally to turn customer successes into measurable retention and expansion opportunities Test and iterate on Scaled program ideas and playbooks and track results based on common customer positive business outcomes Run 1: Many programs and tactics that can effectively enable customer value and outcomes in a repeatable and scalable format Identify trends for common customer challenges and actively suggest ways to address them Cross-Functional & Local Alignment: Act as the core bridge between the global Scaled CS organization and the local Japan market, maintaining strong, day-to-day working relationships with local account teams (AEs) and enterprise CSM counterparts to support regional business goals. 顧客対応: 顧客ジャーニーの要所で必要に応じて1対1の対応を行い、製品導入（アダプション）と顧客価値の最大化を確実にする 技術的なアドバイザリー: WalkMeの技術に関する深い知識を活用し、機能や機能を最大限に活用したソリューションを提案するとともに、リアルタイムでの技術的なガイダンスやトラブルシューティングを提供する 多様なステークホルダーとの対話: エグゼクティブから現場のWalkMe構築担当者まで、多様な顧客ペルソナに対して、技術的な議論、価値評価、リスク軽減策など、相手の役割に応じたコミュニケーションを行う 指標のモニタリング: 顧客のヘルススコア向上、製品導入状況、売上への貢献度を積極的に監視・測定する クロスファンクショナルな連携: 社内の各部門と協力し、顧客の成功体験を具体的なリテンション（解約防止）やアップセル・クロスセルの機会へと繋げる プログラムの改善: スケーリングに関する施策案やプレイブックをテスト・改善し、顧客のビジネス成果に基づいた結果を追跡する 1対多（1:Many）施策の実行: 再現性が高く、効率的な拡張性を持つ手法で、顧客の価値創造を実現するためのプログラムや戦術を実行する 課題のトレンド分析: 顧客共通の課題傾向を特定し、解決策を積極的に提案する 部門間およびローカル連携: グローバルScaled CS組織と日本市場をつなぐ橋渡し役として、日本国内のアカウントチーム（AE）やエンタープライズCSMチームと強固な連携を築き、地域ビジネスの目標達成をサポートする What You'll Need to Succeed/応募資格（必須要件） 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role within a SaaS company. Experience in a scaled customer engagement model , managing a larger book of business using playbooks, automated communications, and one-to-many engagement strategies such as Webinars, Office Hours and User Groups. Comfort with technically complex products —ability to quickly learn and advise customers on software solutions. Prior experience with WalkMe is strongly preferred. Strong problem-solving skills , with the ability to offer real-time technical guidance and solution recommendations. Excellent communication and relationship-building abilities , capable of engaging with a wide range of customer personas, from executives to hands-on product users. Data-driven mindset , leveraging insights to proactively drive adoption, mitigate risk, and identify expansion opportunities. Ability to work independently and cross-functionally , collaborating with sales, marketing, and product teams to enhance the customer experience. Native level in Japanese and English is preferred. Must be able to work 3 days per week in office . SaaS企業におけるカスタマーサクセス、アカウントマネジメント、またはそれに準ずる顧客折衝経験（3年以上） プレイブック、自動化コミュニケーション、ウェビナー、オフィスアワー、ユーザーグループなどの「1対多」のエンゲージメント戦略を用いて、大規模な顧客ポートフォリオを管理した経験 技術的に複雑な製品への適応力。ソフトウェアソリューションを迅速に習得し、顧客にアドバイスができること（WalkMeの経験があることが望ましい） 高い問題解決能力。リアルタイムで技術的なガイダンスやソリューションの推奨ができること 優れたコミュニケーション能力と関係構築能力。エグゼクティブから現場の製品利用者まで、幅広い顧客ペルソナと対話が可能であること データ駆動型のマインドセット。インサイトを活用し、プロアクティブに製品導入の促進、リスク低減、アップセル機会の特定ができること 自律的かつ部門横断的に業務を遂行する能力。セールス、マーケティング、プロダクトチームと連携し、顧客体験を向上させることができること ネイティブレベルの日本語・ビジネス英語中級以上であることが望ましい 週3日のオフィス出社が可能なこと At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success. 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. TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.