WalkMe · 1 day ago
Customer Success Engineering Manager
New York, NY
Full-time
Onsite
Mid, Senior Level
$120K/yr - $165K/yr
5+ years expWalkMe, an SAP company, is seeking a Customer Success Engineering (CSE) Manager to lead and develop a high-performing CSE organization. The role involves overseeing customer engagement, driving adoption and retention, and ensuring operational excellence while mentoring a team of CSEs.
AnalyticsE-LearningGuidesPredictive AnalyticsProduct DesignProduct ManagementProductivity ToolsSoftware
Responsibilities
Manage, mentor, and develop a team of CSEs — improving technical depth, advising skills, and business understanding
Build a culture of proactivity, ownership, continuous improvement, outcome focus, and customer value creation
Ensure CSEs demonstrate core IC competencies: solution advising, implementation, enablement, reporting/AI insight usage, and proactive risk identification
Run structured coaching, 1:1s, shadow programs, learning paths, and development planning
Lead hiring, capability leveling, career pathing, and talent calibration
Drive the hiring and development of a new CSE team in 2026 — building foundational capabilities, onboarding structure, and the operating rhythm for a growing organization
Oversee customer engagements focused on configuration, implementation, enablement, optimization, and ongoing impact delivery
Maintain visibility into assignment timelines, capacity, blockers, and outcomes
Ensure best practices in solution design, build, rollout, testing, and production readiness
Validate that CSEs understand customer business cases and translate them into high-impact WalkMe solutions
Engage directly with customers — particularly for critical, strategic, or high-risk engagements — to ensure the right plan, approach, and solution has been delivered
Guide CSEs in delivering workshops, training sessions, office hours, and ongoing learning programs that accelerate adoption and maturity
Drive CSAT, feature utilization, time-to-value, expansion influence, and renewal outcomes
Ensure the team monitors usage signals, reports, workflows, and AI insights to identify risks early
Support escalations for complex or strategic accounts while coaching IC ownership and self-resolution
Promote a value-focused advising approach rather than task-focused execution
Build and scale playbooks, documentation, frameworks, and delivery patterns for repeatable success
Reinforce proactive work methodology — structured communication, early risk flagging, mitigation planning
Optimize tooling, reporting, assignment intake, forecasting, and utilization workflows
Collaborate with CSM, TAs, Sales, Support, and Product to strengthen cross-functional alignment and execution
Translate field learnings into product feedback, feature requests, and usability improvement recommendations
Create and expand knowledge assets: guides, workflows, documentation, best-practice standards
Support customer and internal enablement programs such as training, workshops, and learning series
Define skill frameworks, expectations, and development tracks for CSE professional growth
Qualification
Required
5+ years in customer-facing technical roles (CSE, Solutions Engineer, Technical Advisor, PS/Enablement roles, etc.)
2+ years of people management or leadership experience preferred
Strong technical understanding of SaaS/web technologies (HTML/CSS/JS), integrations, and data workflows
Ability to understand business needs and translate them into effective WalkMe solutions
Skilled in report interpretation and AI insight usage to drive decisions and actions
Excellent communication and stakeholder management across business and technical teams
Strong organizational skills with ability to manage multiple workstreams and priorities
Passion for coaching talent, improving operational maturity, and driving measurable outcomes
Preferred
Experience with WalkMe or digital adoption platforms
Familiarity with SAP, enterprise integration patterns, IDP/SSO configuration, extensions/snippet deployment
Background in customer enablement, advisory programs, or technical training
Experience scaling self-serve maturity and knowledge resources
Company
WalkMe
WalkMe's AI-powered digital adoption platform guides organizations through workflows, eliminating friction to maximize software ROI.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$307.5MKey Investors
Vitruvian PartnersEDBIInsight Partners
2024-06-04Acquired
2021-06-16IPO
2019-12-09Series G· $90M
Leadership Team
Dan Adika
CEO & Co-Founder
Rephael Sweary
President and Co-founder
Recent News
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