Walkme3mo ago

Customer Success Engineer

Tokyo · TokyoFull-timemid

OtherCustomer Success Engineer

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Overview

Industry leader? Well, how about an industry creator?! At WalkMe, now an SAP company, we’re not just the leader in digital adoption,

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OtherCustomer Success Engineer

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 are looking for a Customer Success Engineer (CSE) to work on strategic assignments that ensure customers are maximizing value from WalkMe solutions and improving overall customer sentiment.The CSE will combine advising, implementation experience, customer success engineering, enablement, and proactive engagement to drive adoption, retention, and growth. Proactivity is demonstrated through analyzing reports, leveraging AI insights, and anticipating customer needs.This role bridges the gap between product capabilities and business outcomes, serving as both a trusted advisor and a hands-on resource for strategic initiatives.

当社は、WalkMe ソリューションから顧客が最大の価値を引き出し、顧客満足度を向上させるための戦略的な業務を担う Customer Success Engineer（CSE） を募集しています。CSE は、アドバイザリー、実装経験、カスタマーサクセスエンジニアリング、イネーブルメント、そしてプロアクティブな働きかけを組み合わせ、導入促進、継続率向上、成長を推進します。プロアクティブさは、レポート分析、AI の示唆の活用、顧客ニーズの先読みなどによって示されます。本ポジションは製品機能とビジネス成果の橋渡し役を果たし、信頼できるアドバイザーであると同時に、戦略的イニシアチブに対するハンズオンのリソースとして機能します。

Deliver consulting, implementation, and enablement services—guiding customers through best practices, solution design, rollout, and adoption.Lead strategic projects and initiatives to help customers maximize value and achieve desired outcomes.

Develop and maintain deep expertise in WalkMe products, including platform capabilities, features, and best practices.Understand each customer’s business case, objectives, and pain points to ensure solutions are tailored for maximum impact.

Provide customer success engineering by proactively identifying risks, removing barriers, and driving measurable outcomes.

Lead onboarding, configuration, and integration enablement for new initiatives or advanced workflows.

Host enablement programs such as workshops, office hours, and training sessions to accelerate adoption.

Monitor customer health, usage, and workflows to proactively drive adoption and value realization.

Partner with Customer Success Managers (CSMs), Sales, and Product teams to align customer needs with product capabilities.

Create scalable resources such as documentation, guides, and playbooks to strengthen customer enablement and success maturity.

コンサルティング、実装、イネーブルメントサービスを提供し、ベストプラクティス、ソリューション設計、ローアウト、定着を顧客に案内する。

顧客が最大の価値を実現し目標を達成できるよう、戦略的プロジェクトやイニシアチブを主導する。

WalkMe 製品（プラットフォーム機能、各種機能、ベストプラクティス）について深い専門知識を習得・維持する。各顧客のビジネスケース、目的、課題を理解し、最大効果が得られるようソリューションを最適化する。

顧客成功のためにリスクを早期に特定し、障害を取り除き、測定可能な成果を導くカスタマーサクセスエンジニアリングを行う。

新規イニシアチブや高度なワークフローに対するオンボーディング、設定、統合のイネーブルメントを主導する。

ワークショップ、オフィスアワー、トレーニングなどのイネーブルメントプログラムを実施して導入を加速する。顧客のヘルス、利用状況、ワークフローをモニタリングし、定着と価値実現をプロアクティブに推進する。

Customer Success Manager（CSM）、セールス、プロダクトチームと連携し、顧客ニーズと製品機能を整合させる。

ドキュメント、ガイド、プレイブックなどのスケーラブルなリソースを作成し、顧客のイネーブルメントと成功成熟度を強化する。

3+ years in a customer-facing or strategic enablement role (Customer Success Engineer, Solutions Engineer, Technical Account Manager, Consultant, etc.).

Proven experience with consulting, solution implementation, and customer enablement.

Basic understanding of CSS, HTML, JavaScript, and APIs.

Strong understanding of SaaS platforms, integrations, and data workflows.

Ability to understand customer business cases and pain points and translate them into effective WalkMe solutions.

Comfortable analyzing reports and leveraging AI insights to proactively drive adoption and maximize customer value.

Excellent communication and relationship-building skills with both business and product stakeholders.

Strong project management and organizational skills

Passion for helping customers succeed and driving measurable business outcomes.

Native level in Japanese and business level in English

Enable to come to the office 3 times / week

顧客対応または戦略的イネーブルメントの役割（Customer Success Engineer、Solutions Engineer、Consultant、 Technical Account Manager 等）で 3年以上 の実務経験。

コンサルティング、ソリューション実装、顧客イネーブルメントの実績。CSS、HTML、JavaScript、および API に関する基礎的な理解