The Customer Success Engineering Manager at WalkMe leads a CSE team, overseeing delivery, driving customer adoption, and ensuring operational excellence. They are responsible for mentoring, delivery management, and creating impactful customer solutions while promoting a proactive methodology and cross-functional collaboration.
WalkMe, an SAP company, pioneered the Digital Adoption Platform (DAP) to enable business leaders to fully harness technology in today's complex digital landscape. By leveraging WalkMe's 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 SAP's robust ERP solutions while seamlessly enhancing user experience and productivity with WalkMe's 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.
What you'll Own
- 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, 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.
- 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
- 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.
- Nice to Have
- 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.
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 proactive rhythm — leveraging data/AI signals to drive outcomes rather than respond to issues.
- Strong collaboration with CS, TAs, Support, Product, and Sales.
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.
Top Skills
CSS
HTML
JavaScript
SaaS
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