Career Spotlight: From CSM to strategist and back again

Elizabeth Good, People Operations Lead

I joined WalkMe in 2018 as a Customer Success Manager in our San Francisco office, supporting Strategic accounts. At first, I was very much a jack of all trades, managing onboarding, driving adoption, and helping customers build digital adoption strategies.

As I grew in the role, I moved into more specialized positions. I became a Digital Adoption Consultant, then joined the Program Architect team, helping enterprise clients scale WalkMe with long-term governance and expansion strategies. I even spent a year in Services before returning to Customer Success, this time as a Senior CSM bringing a full toolbox of cross-functional experience.

The Moments That Made It Real

One of the earliest “pinch me” moments came just a month into the job, when I was handed a major, household-name account. By November, I had led a two-day onsite that ultimately helped secure a $1.5M+ renewal. That experience taught me I was more capable than I thought, and I’ve carried that confidence into every challenge since.

More recently, I was honored to receive the Top CSM award for North America and celebrated the moment at President’s Club in Thailand. That recognition, along with the “Master of Adoption” award, reminded me how far I’ve come and how supported I’ve been along the way.

Support, Culture, and Growth

WalkMe has supported my growth not just through diverse accounts and projects, but by investing in my development. I’ve benefited from coaching programs, ERG involvement, and leadership development resources like BetterUp, WalkMe’s coaching offering. These experiences helped me build confidence, navigate change, and stay flexible through transitions, an IPO, a pandemic, and an acquisition.

What’s kept me here for nearly a decade? A big part of it is the people — smart, kind, motivated teammates who’ve become close friends. I also appreciate WalkMe’s culture of encouraging exploration, where switching roles or departments is seen as a way to grow, not start over.

Looking Ahead

In the next few years, I hope to grow into a Principal CSM role. I love the variety this work brings, and I’m especially drawn to the human side — figuring out what drives each client and building strategies that spark real engagement.

Outside of work, I’m exploring how AI and automation can support both personal and professional projects. From staying organized at work to building open-source tools that blend design and data, I’ve found AI to be a surprisingly empowering way to stretch my skills and curiosity.

My goal at WalkMe is simple: leave things better than I found them. Whether that’s a process, a project, or a customer experience, if I can make it smoother and more thoughtful for the next person, that’s a win.
“It began, as many adventures do, with mild confusion and a vague sense of direction — and yet somehow resulted in competence, camaraderie, and the occasional award.”

Want to join Elizabeth and the WalkMe team? Explore our open positions and discover your own path to building something meaningful.