Customer Success Engineer

📋 Description

• • Own the end-to-end success of enterprise customers by delivering consulting, implementation, and enablement services that guide them through best-practice solution design, rollout, and adoption of WalkMe’s Digital Adoption Platform.
• • Act as a strategic partner to Fortune 500 and mid-market clients—understanding each customer’s unique business case, KPIs, and pain points—then architecting tailored WalkMe solutions that maximize digital ROI and accelerate transformation outcomes.
• • Lead high-impact onboarding and configuration projects, integrating WalkMe seamlessly with SAP ERP, Salesforce, Workday, ServiceNow, and other mission-critical SaaS stacks while ensuring data integrity, security, and governance standards are met.
• • Proactively monitor customer health, usage analytics, and AI-driven insights to surface adoption risks early; design and execute intervention playbooks that remove friction, boost feature utilization, and secure renewals and expansions.
• • Deliver hands-on workshops, office hours, and certification-style training sessions for administrators, power users, and executive sponsors—creating champions who evangelize WalkMe across their organizations.
• • Build and maintain a deep, ever-evolving expertise in WalkMe’s full product suite (Smart Walk-Thrus, ShoutOuts, ActionBots, Insights, AI Predictions) and translate new releases into immediate customer value through targeted enablement and adoption campaigns.
• • Partner cross-functionally with Customer Success Managers, Account Executives, Solution Consultants, and Product Management to align customer roadmaps with upcoming capabilities, influence the product backlog, and co-create customer success stories.
• • Develop scalable resources—knowledge-base articles, best-practice guides, reusable code snippets, and ROI calculators—that empower customers to self-serve and mature their digital adoption programs long after go-live.
• • Drive strategic initiatives such as global multi-language deployments, change-management programs, and executive dashboards that demonstrate quantifiable efficiency gains, cost savings, and user-satisfaction improvements.
• • Serve as the voice of the customer internally, synthesizing feedback into actionable insights that shape roadmap priorities and ensure WalkMe continues to lead the Digital Adoption Platform category.
• • Champion diversity, equity, and inclusion by fostering an environment where every customer stakeholder feels heard, respected, and empowered to succeed with technology.