Title: Senior Customer Success Manager - French Speaking Location: London Type: Full-time Workplace: hybrid Category: Customer Success Job Description: 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! We’re looking for a French speaking Customer Success Manager, Commercially adept but with a technical curiosity in the Product and what it can do for our Customers, to help take digital adoption and WalkMe to the next level. As a Customer Success Manager, you’ll be responsible for being a trusted advisor to a portfolio of around 10 Fortune 1000 WalkMe customers, helping them achieve maximum value from the WalkMe platform. You will understand your clients' digital adoption goals, and recommend technology solutions to help them get the most out of our product and meet/exceed their goals. You will report to the Manager of Customer Success. What You'll Own - Be the 'voice of the customer' and provide internal feedback to maximize customer value and retention. - Schedule and prepare Executive Business Reviews for customers, with the top priority of increasing customer adoption and proving Return on Investment that leads to renewals/expansion. - Maintain an understanding of our product and roadmap, so you can guide customers to success and continue to promote up their Adoption Score. - Educate customers on the most relevant features of their specific requirements. - Understand your customer's industry trends, challenges with digital adoption, and current and potential use cases for WalkMe. - Establish and develop strategic, trusted advisor relationships at the highest relevant levels (Decision Makers, Champions, Economic Buyers) by guiding the customer on best practice usage of the platform to help manage risk and meet/exceed their goals. - Work with the internal Account team and Customer to develop a Success Plan outlining how WalkMe addresses their immediate/future needs (including metrics for success). - Monitor customer health to reach out to customers before risks escalate and identify remediation options. - Partner with WalkMe Account Team (Renewal Managers, Account Executives, Services, Technical Account Managers) to ensure that customers renew and expand. What You'll Need to Succeed - 5+ years of customer advocacy and engagement experience in Enterprise SaaS customer success, account management, or post-sales relationship management working with Fortune 1000 companies and their executives. - Experience managing a quarterly retention and growth quota. - You've maintained a book of Enterprise customer accounts (4000+ Employees). - Increase customer satisfaction, adoption, and retention applying to a technical product. - High competency in sales discovery methodologies and an ability to run Return on Investment discussions and have some experience in an enterprise solution sales environment, having partnered with account executives to develop and close sales opportunities. - Fluent in both English and French is a must What Sets Us Apart - 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. - Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work. - 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. - Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long. - WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce. - WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge. - WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance. - Robust Retirement Contributions: Ask HR about the specific offerings for your region! - SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace. 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.

• Manage Gross Revenue Retention (GRR) and renewal readiness across assigned accounts • Proactively monitor customer health scores and identify potential risks • Support executive alignment and customer engagement ahead of renewal cycles • Identify and help qualify expansion opportunities including new sites, capabilities, and services • Partner closely with Sales on account planning and expansion initiatives • Contribute to Net Revenue Retention (NRR) goals within the assigned portfolio • Ensure customers achieve defined operational and business outcomes from their TrakSYS investment • Track adoption, usage, and value realization metrics • Support Value Realization Index (VRI) initiatives and reporting • Lead structured customer business reviews, including QBRs and executive-level engagements • Build strong multi-level relationships across customer organizations • Act as a trusted advisor and strategic partner to assigned accounts • Independently manage a portfolio of approximately 5–10 strategic accounts and 10–20 hybrid-touch accounts • Maintain account health visibility and escalation coordination • Partner cross-functionally to support customer initiatives and issue resolution • Adhere to established Customer Success processes while contributing to ongoing process improvements

Role Description The Sr. Customer Success Manager serves as trusted advisors for key customers, ensuring they maximize the value of Cozeva & Vatica solutions. As a Sr. Customer Success Manager, you will be responsible for deeply understanding your customers’ business goals, driving adoption, and ensuring measurable success. Your ability to analyze data, problem-solve, and connect product capabilities to customer needs will be critical to retention, engagement, and expansion opportunities. - Develop strong, strategic relationships with Cozeva and Vatica customers, actively seeking the "why" behind our customers' asks to ensure we understand and address their challenges to meet their goals, and then support their progressive achievement of those goals. - Dig into customer performance and adoption data and customer health metrics, proactively identifying and addressing potential issues or risks to either customer business outcomes or the Cozeva and Vatica Customer relationship. - Conduct regular check-ins, recurring business reviews, and satisfaction surveys to evaluate customer success, platform satisfaction, and general contract health. - Identify opportunities for upselling or cross-selling additional products and services that align with customers’ current or emerging business needs. - Gather and share customer feedback with product management and development teams to influence the product roadmap, connecting the dots across needs that are shared across customers and best practices that have led to positive customer outcomes. - Collaborate with marketing and sales teams to create customer success stories, testimonials, and case studies. - Drive projects to timely completion by acting as a liaison between the customer and Cozeva and Vatica program managers for regulatory submission processes. - Keep up-to-date with knowledge of the healthcare industry and product enhancements; Serve as subject matter experts on workflow to ensure customers experience maximum value on our platform. - Work collaboratively with the rest of the CSM team as well as other internal teams to host Office Hours, Webinars, and Trainings as needed. Qualifications - Minimum requirement: BA/BS in a relevant discipline. MPH, MHA, MHSA, MBA or equivalent graduate degree, and direct industry experience preferred. - 7+ years in healthcare administration or healthcare technology/SaaS required. - Experience working with Health Plans, Independent Physician Associations (IPAs), and Management Service Organizations (MSOs) required. - Experience in customer success, account management, or a related role is a plus. - Foundational knowledge and experience in value-based care programs is critically required. - Direct or adjacent experience with Quality programs, such as HEDIS, STAR, QRS, and/or MSSP/ACO. - Direct or adjacent experience with Risk Adjustment models such as CMS-HCC, HHS-ACA, and/or UCSD-CDPS. - Passion about learning and solving challenging problems in healthcare operations, regulation and technology space. - Willingness to work as needed with international teams and time zones. Requirements - Builds Effective Teams, Directs Work, & Develops Talent. - Plans and Aligns, Resourcefulness. - Strategic Mindset. - Decision Quality. - Balances Stakeholders & Manages Conflict. - Drives Results, Vision, and Purpose. Benefits - Competitive salary based on your experience and skills – we believe the top talent deserves the top dollar. - Bonus Potential (based on role and is discretionary) – if you go above and beyond, you should be rewarded. - 401k plans – we want to empower you to prepare for your future. - Room for growth and advancement – we love our employees and want to develop within. - Comprehensive Medical, Dental, and Vision insurance plans. - Tax-free Dependent Care Account. - Life insurance, short-term, and long-term disability. - Excellent PTO policy (everyone deserves a vacation now and then). - Great work-life balance environment – We believe family comes first! - Strong supportive teams – There is always a helping hand when you need it.

Role Description This is a remote position. How You’ll Make a Difference - Restructuring the Digital Workspace: You will spearhead a rigorous evaluation and complete cleanup of active boards, folder hierarchies, views, and permissions to eliminate clutter and match linear operations. - Deconstructing Operational DNA: You will take deep dives into heavy, written text-based Standard Operating Procedures to map out hidden bottlenecks, linear dependencies, and seamless workflow phases. - Engineering Advanced Logic: You will eliminate redundant notifications and build sophisticated multi-step internal automation structures to perfect the operational hand-off between internal teams. - Authoring the Ultimate Maintenance Playbook: You will validate the accuracy of the system against written protocols and author a highly precise technical playbook complete with Loom recordings and logic flowcharts for long-term mastery. Qualifications - A Meticulous Systems Thinker: You possess an unwavering commitment to digital order and take profound pride in translating abstract policies into visual, automated digital architectures. - An Autonomous Problem Solver: You are comfortable working independently under tight project milestones while confidently presenting structural recommendations to executive leadership. - Construction Terminology Literate: You have a natural comfort level or familiarity with commercial construction lifecycles, including takeoffs, estimations, bidding, and field delivery. - Tech-Savvy: You have documented mastery of Monday.com at the Pro/Enterprise levels, including complex formula columns, multi-board lookups, advanced filtering, and advanced dashboard setups. - Your Home Office: You operate from a dedicated, distraction-free home office setup using a high-performance computer capable of flawlessly managing advanced project management tools, mapping architectures, and multiple browser instances. Benefits - Your Wellness & Security: - Health & Wellness — Covered: You get comprehensive HMO coverage with a top provider so you can focus on work without worrying about medical bills. - Security for the “What Ifs”: Our Group Life Insurance benefit gives you added protection — because your future (and your family’s) deserves a safety net. - Time to Recharge — Guilt-Free: We support your well-being with paid leave credits that allow you to rest, reset, and show up as your best self — at work and at home. - Support You Can Count On: We take care of all government-mandated benefits, so everything is handled properly and on time. - Your Financial Rewards: - Performance Incentives: Bring results — and you’ll see it rewarded. Simple as that. - Premium Pay: When you put in the time, we honor it. You receive Overtime Pay for extra miles and Night Differential for supporting the team during late hours. - 13th Month Pay: A well-earned bonus to celebrate the results of your year’s effort.