Customer Success Engineering Manager Raleigh Austin Customer Success Group - CSG Strategy & Operations Full-time Hybrid Apply for this job
WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in todays complex digital landscape. By leveraging WalkMes features-guidance, engagement, insights, and automation-employees boost efficiency, executives gain greater visibility into digital usage, and organizations maximize their digital assets, driving successful digital transformation.
Together, SAP and WalkMe form a powerful partnership that revolutionizes the digital transformation journey. This collaboration allows businesses to unlock the full potential of SAPs robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMes intuitive digital adoption platform.
We are seeking a Customer Success Engineering (CSE) Manager to lead, grow, and enable a high-performing CSE organization. This leader will oversee delivery, execution, customer outcomes, capacity planning, and operational excellence-while driving adoption, value realization, retention, and strategic impact across enterprise accounts. The CSE Manager will set the bar for solution advising excellence, evolving a proactive methodology where engineers leverage insights, anticipate risks, reduce escalations, and accelerate customer success.
This role blends people leadership, delivery oversight, enablement, strategy, and cross-functional partnership.
Team & People Leadership
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 11s, 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.
Delivery & Execution Management
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.
Customer Value Adoption & Retention
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.
Operational Excellence & Methodology Ownership
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.
Enablement & Scaling Content
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.
What You Need to Succeed
Qualifications:
Nice to Have:
Experience with WalkMe or digital adoption platforms.
Familiarity with SAP enterprise integration patterns, IDPSSO, configuration, extensions, snippet deployment.
Background in customer enablement advisory programs or technical training.
Experience scaling self-serve maturity and knowledge resources.
Success in the role:
CSE team delivers consistently and with high quality across strategic work.
Customer adoption grows through proactive insights, advising maturity, and business alignment.
Escalations decrease as risks are identified and mitigated early.
Playbooks documentation and repeatable delivery assets reduce variability and accelerate execution.
CSEs operate with a proactive rhythm-leveraging data, AI signals to drive outcomes rather than respond to issues.
Strong collaboration with CS TAs, Support, Product, and Sales.
Diversity, Equity, and Inclusion
WalkMe approaches 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.
WalkMes Commitment to Diversity, Equity, and Inclusion
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.
Artificial Intelligence Tools
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
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