Customer Success Engineering Manager

📋 Description

• • Lead and scale WalkMe’s Customer Success Engineering (CSE) organization across North America, owning the end-to-end delivery, adoption, and value realization for enterprise customers using the Digital Adoption Platform. You will directly influence how thousands of users experience SAP + WalkMe every day.
• • Build, mentor, and inspire a distributed team of 8–12 CSEs (growing to 20+ by 2026) who configure, implement, and optimize WalkMe solutions. Instill a culture of proactive advising, technical excellence, and measurable customer impact through weekly 1:1s, quarterly development plans, shadowing programs, and structured coaching.
• • Own capacity planning and assignment governance—balancing customer demand, skill sets, and business priorities to ensure 95 %+ on-time delivery while maintaining quality SLAs. Maintain real-time visibility into utilization, risks, and escalations via dashboards and weekly pipeline reviews.
• • Act as the executive escalation point for strategic accounts, parachuting into high-risk or high-value engagements to reset scope, re-architect solutions, and secure renewal or expansion commitments. Your presence should reduce escalations to Support by 30 % within the first year.
• • Define and continuously refine the CSE delivery methodology: repeatable playbooks, solution-design templates, testing standards, and rollout checklists that cut implementation time by 25 %. Codify best practices into Confluence spaces, GitHub repos, and LMS courses accessible to both customers and internal teams.
• • Drive customer outcomes that matter—feature adoption, CSAT ≥ 90, time-to-value under 60 days, and expansion ARR influence. Ensure every CSE can interpret AI-generated usage insights, craft data-backed recommendations, and present ROI narratives that resonate with CIOs and COOs.
• • Partner cross-functionally with Customer Success Managers, Technical Architects, Sales, Product, and Support to align on customer roadmaps, product gaps, and enablement priorities. Translate field feedback into clear PRDs and influence the quarterly product roadmap.
• • Spearhead the creation of a new CSE hub in 2026—designing the hiring profile, onboarding bootcamp, certification tracks, and career ladders that will become the global standard for WalkMe post-SAP acquisition.
• • Champion diversity, equity, and inclusion within the team: equitable hiring practices, inclusive career development, and psychological safety that unleashes innovation.
• • Report to the Director of CSG Strategy & Operations, presenting quarterly business reviews that cover team health, customer health, pipeline coverage, and strategic initiatives.