The RoleAs a Senior Customer Success Manager, you will serve as a strategic advisor and trusted partner to some of Leapwork's most important enterprise customers. You will own relationships across the customer lifecycle - from onboarding and adoption through renewal and expansion - ensuring customers achieve measurable business value from their investment in Leapwork.
This is a highly consultative, customer-facing role requiring a combination of commercial acumen, executive stakeholder management, technical curiosity, and operational excellence. You will work cross-functionally with Sales, Professional Services, Product, Support and Marketing to deliver exceptional customer experiences and long-term success.
The ideal candidate thrives in fast-paced SaaS environments, enjoys building deep customer relationships, and is passionate about helping enterprise organizations transform through automation.
Key responsibilities:Customer Onboarding & Enablement- Lead strategic onboarding engagements for enterprise customers, ensuring alignment on goals, timelines, success criteria, and adoption plans
- Partner with Professional Services, Product, and Customer Experience teams to coordinate implementation activities and training delivery
- Establish measurable success metrics and automation objectives with customer stakeholders
- Act as the strategic point of contact during onboarding, ensuring executive alignment and early value realization
- Drive customer readiness and adoption planning to support long-term success
Drive Adoption, Engagement & Customer Value- Develop and execute customer success plans aligned to business objectives and ROI outcomes
- Build strong relationships with technical users, business leaders, and executive stakeholders
- Monitor customer health, product usage, adoption trends, and engagement metrics to proactively identify risks and opportunities
- Deliver regular business reviews and strategic value discussions with customer leadership teams
- Partner with customers to identify new use cases and maximize platform value across their organization
- Serve as a trusted advisor on automation strategy, operational best practices, and organizational enablement
Renewals & Revenue Growth- Own and manage the renewal process for assigned accounts, including forecasting, commercial positioning, negotiation support, and execution
- Identify expansion opportunities within existing accounts and collaborate closely with Sales on upsell and cross-sell strategies
- Help drive net revenue retention through strong customer engagement and long-term relationship management
- Maintain accurate account insights, forecasts, and customer health data within CRM and customer success platforms
Customer Advocacy & Cross-Functional Collaboration- Act as the voice of the customer internally, advocating for customer needs and strategic priorities
- Partner with Product and Engineering teams to communicate customer feedback and influence product direction
- Lead cross-functional collaboration to resolve customer challenges and deliver exceptional experiences
- Work with Marketing to support customer advocacy initiatives including case studies, webinars, reference programs, and success stories
- Contribute to continuous improvement of Customer Success processes, playbooks, and best practices
Preferred Skills & Experience:- 5+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, or a similar customer-facing SaaS role
- Proven experience managing large enterprise customers and complex stakeholder environments
- Experience within SaaS, test automation, DevOps, QA, RPA, or enterprise software environments strongly preferred
- Strong commercial mindset with experience supporting renewals, retention, and account growth
- Exceptional communication, presentation, and relationship management skills with the ability to engage executive stakeholders
- Strong project management skills with a proven ability to coordinate cross-functional teams and drive complex, multi-stakeholder engagements to successful outcomes
- Demonstrated ability to manage multiple priorities and navigate ambiguity in high-growth environments
- Experience using CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot, etc.)
- Strong analytical and problem-solving skills with a data-driven approach to customer success
- Bachelor's degree in Computer Science, Engineering, Business, or equivalent practical experience preferred
- Willingness to travel occasionally for customer meetings, workshops, and onsite engagements
What Success Looks Like:- Customer-obsessed - you deeply understand customer goals and focus relentlessly on delivering value
- Strategic - you can connect customer objectives to business outcomes and long-term success plans
- Proactive - you identify risks and opportunities early and take action before issues escalate
- Commercially minded - you understand how customer success drives retention and growth
- Orchestrator - you align cross-functional teams, drive accountability, and keep complex initiatives on track.
- Resilient and adaptable - you thrive in dynamic, fast-moving environments
- Collaborative - you work effectively across teams and build strong internal partnerships
- Curious and technically engaged - you enjoy learning new technologies and understanding customer use cases
