Senior Customer Success Manager

Leapwork • Boston, NY

4d • Hybrid

About The Position

As 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.

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
• 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior