Tool Review
WalkMe Review for Customer Success Teams
Enterprise digital adoption platform that overlays any web application with guided walkthroughs, tooltips, and automations. Went public on NASDAQ in 2021. Acquired by SAP in 2024 for $1.5 billion.
Pros
- Works on top of any web application, including third-party tools like Salesforce and Workday
- Enterprise-grade analytics showing where users struggle and drop off
- Automation features that complete repetitive tasks for users
- Largest DAP on the market with the most mature feature set
- SAP acquisition provides long-term stability and investment
Cons
- Expensive. Enterprise pricing puts it out of reach for most SMBs.
- Implementation is complex and often requires a dedicated WalkMe admin
- The builder UI has a steep learning curve compared to Pendo or Appcues
- Performance overhead can slow down the host application
- Customer-facing use cases are secondary to internal IT adoption
WalkMe as a CS Tool
WalkMe appears in 8 of 1261 CS job postings. It is the most established digital adoption platform, but CS teams should understand that WalkMe's primary market is internal IT adoption (helping employees use Salesforce, Workday, ServiceNow), not customer-facing product adoption. CS use cases exist but are secondary.
WalkMe for Customer Success
When CS teams use WalkMe, it is typically for customer-facing onboarding walkthroughs and in-app guidance. WalkMe overlays your product with step-by-step guides that walk customers through complex workflows. The analytics show where customers get stuck, which steps they skip, and where they abandon processes.
The automation feature is underappreciated. WalkMe can auto-fill fields, navigate between pages, and complete repetitive steps for users. For products with complex data entry or multi-step configuration processes, this reduces customer frustration significantly.
WalkMe vs Pendo for CS Teams
Pendo and WalkMe overlap but serve different primary audiences. Pendo is product-analytics-first with adoption features. WalkMe is adoption-first with analytics as a supporting capability. For CS teams that want product usage data to build health scores and identify at-risk accounts, Pendo is the better choice. For CS teams that want to build complex, multi-step guided experiences across multiple applications, WalkMe has more power.
WalkMe Pricing
WalkMe does not publish pricing. Enterprise contracts typically start at $10,000/year for a single application and scale to $50,000+ for multi-application deployments. The SAP acquisition may shift pricing models over time. For CS teams specifically, evaluate whether Pendo at roughly half the cost covers your needs before committing to WalkMe's enterprise pricing.
Quick Facts
| Founded | 2011 |
| Headquarters | San Francisco, California |
| Pricing | Enterprise pricing only, typically $10K-50K+/year |
| Best For | Large enterprises driving software adoption across internal tools and customer-facing applications |
| Job Mentions | 8 of 1,261 CS job postings |
Comparisons
Related Tools
Frequently Asked Questions
How much does WalkMe cost?
Enterprise pricing only, typically $10K-50K+/year
Who should use WalkMe?
Large enterprises driving software adoption across internal tools and customer-facing applications
How many CS teams use WalkMe?
WalkMe appears in 8 of 1,261 CS job postings in our dataset, indicating 0.6% market penetration in hiring requirements.