Senior Customer Success Manager

Leapwork•Washington, DC

About The Position

At Leapwork, we are at the forefront of the AI revolution in enterprise software. Our platform combines agentic AI orchestration with visual automation across the entire software delivery lifecycle, offering a unique, application-agnostic solution. We are trusted by leading global brands and are experiencing rapid growth, backed by prominent investors. This role offers the opportunity to do impactful work at a company whose product is mission-critical for its customers. We are headquartered in Copenhagen, Denmark, with offices in Boston, London, and Gurgaon, and a presence across the US, Europe, and Asia.

Requirements

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
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

Nice To Haves

Experience within SaaS, test automation, DevOps, QA, RPA, or enterprise software environments strongly preferred
Bachelor’s degree in Computer Science, Engineering, Business, or equivalent practical experience preferred
Willingness to travel occasionally for customer meetings, workshops, and onsite engagements

Responsibilities

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.
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.
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.
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.