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Customer Success Program Manager
2 months ago
WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless 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.
Position Overview
The Sr. Customer Success Program Manager is responsible for developing and executing marketing strategies that maximize customer engagement, satisfaction, and revenue throughout the entire customer journey. This position requires a strong understanding of customer behavior, the ability to create relevant content, and to leverage various marketing tools to create personalized omni-channel experiences at scale.
What You'll Own
- Develop and execute lifecycle marketing strategies to achieve adoption, retention & growth goals.
- Develop a strong understanding of the Customer Journey and be able to identify, plan and execute on initiatives to improve that journey, with emphasis on scale and digital.
- Develop and execute digital-first engagement methods (one-to-many playbooks, emails, surveys, in-app messaging, decks, etc), and iterate in short cycles based on user feedback.
- Monitor and analyze campaign performance to optimize results and ROI.
- Create and manage customer segmentation and targeting strategies to optimize the customer journey.
- Collaborate with cross-functional teams, including product marketing, product, customer success, operations, and more, to develop and execute integrated marketing campaigns.
- Build and maintain a deep understanding of customer behavior, preferences, and needs to inform strategy.
- Develop and maintain a testing and experimentation framework to continuously improve campaign performance and customer experience.
- Bachelor's degree in marketing, business, customer success or related field.
- 5+ years of experience in lifecycle marketing or related field.
- Strong understanding of customer behavior and segmentation.
- Experience with marketing automation tools, such as HubSpot, Marketo, or Pardot.
- Excellent communication and collaboration skills.
- Strong analytical skills and ability to use data to inform decisions.
- Experience with A/B testing and experimentation.
- Experience with HTML and CSS for email design.
- 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.
- Flexible Work Arrangements: We offer remote/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
Our job titles may span more than one career level. The starting base pay for this role is between $110,00 and $150,000. The actual base pay is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, benefits, and RSUs as part of our competitive total rewards package.
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.
