Director Customer Success

Leapwork•Boston, MA

About The Position

Leapwork is the leading global AI-powered visual test automation platform. We empower the world's largest enterprises to adopt, maintain, and scale automation in less than 30 days. Unlike traditional test automation, Leapwork is as easy and intuitive to use as assembling Lego blocks, even for the most complex test automation cases. This is why we are used by hundreds of global enterprises across all industries, from banks and insurance companies to life sciences, government, and aerospace. We’re looking for a Director of Customer Success who thrives at the intersection of executive leadership, functional strategy, and enterprise customer impact. In this role, you will own the Customer Success function for North America, leading a team of managers and senior Customer Success Managers responsible for some of Leapwork’s largest and most strategic enterprise accounts. You will report to the Global VP of Customer Success Management and be fully accountable for regional Customer Success strategy, performance, and outcomes across retention, expansion, and customer value realization. As Director, Customer Success, you will operate with broad independence and end-to-end ownership of the regional Customer Success business unit. You will define and execute the functional strategy that drives scalable customer value, predictable renewals, and long-term growth. You will lead through managers and senior individual contributors, shape cross-functional priorities, and serve as a senior voice in strategic customer and business decisions.

Requirements

Several years of experience in Customer Success, Strategic Account Management, or Enterprise SaaS leadership, including leading managers and senior-level talent.
Demonstrated success owning retention and NRR targets across a strategic enterprise portfolio or region.
Proven experience defining and executing functional strategy within a high-growth SaaS environment.
Strong leadership track record managing through managers and developing senior leaders.
Demonstrated success managing large, complex enterprise customers — ideally within DevOps, QA, or automation.
Exceptional executive presence with strong communication and presentation skills.
Experience shaping cross-functional priorities and influencing executive stakeholders.
Proficiency with CRM and CS platforms (e.g. Salesforce, Gainsight).
Ability to travel occasionally for executive customer engagements and strategic planning sessions.

Responsibilities

Own the North American Customer Success function, including strategy, performance, and organizational development.
Lead and develop managers and senior CSMs supporting our largest enterprise customers.
Model and instill a culture of customer obsession, maintaining regular executive-level engagement with strategic accounts to ensure deep alignment, proactive value realization, and sustained long-term partnerships.
Define and execute the regional Customer Success strategy aligned with global company objectives.
Establish clear KPIs, operating rhythms, and accountability structures that drive performance across retention, NRR, adoption, and customer satisfaction.
Shape team design, hiring strategy and capability development.
Create an environment that fosters accountability, leadership, collaboration, and continuous learning.
Translate company objectives into a clear Customer Success strategy that drives measurable business outcomes for both customers and Leapwork.
Ensure customer portfolios deliver measurable value across the full lifecycle, from onboarding to renewal and expansion.
Oversee executive business reviews and strategic account governance at the highest levels.
Drive renewal excellence, ensuring accurate forecasting, proactive risk mitigation, executive-level negotiation, and disciplined execution across all strategic accounts.
Identify structural risks and opportunities across the customer base and proactively adjust strategy to improve outcomes.
Act as the regional executive voice of the customer, influencing Product, Sales, Professional Services, and Customer Experience strategy.
Partner with Sales leadership to align on account segmentation, growth strategy, and enterprise engagement models.
Shape cross-functional operating models to ensure a seamless and scalable customer journey.
Contribute to global Customer Success leadership discussions and broader company planning initiatives.
Standardize best practices for success planning, adoption tracking, renewal management, and expansion strategy.
Drive scalable processes, tooling strategy, and performance dashboards across the region.
Ensure all renewal and growth motions are data-driven, predictable, and tied to measurable customer outcomes.
Continuously evolve the Customer Success operating model to support Leapwork’s global growth ambitions.