Senior Customer Success Manager

Summary

Join Leapwork, a leading AI-powered visual test automation platform, as a Senior Customer Success Manager. You will own and grow key customer accounts, partnering with executive stakeholders to drive adoption, deliver measurable outcomes, and ensure long-term success. This role involves onboarding and enabling customers, building adoption roadmaps, managing renewals and growth, and acting as a customer advocate. You will collaborate with internal teams and leverage data to identify opportunities and mitigate risks. Success in this position requires strong executive presence, communication skills, and experience managing large enterprise SaaS customers. Leapwork offers a fast-paced, international environment with opportunities for growth and collaboration.

Requirements

• 5+ years of experience in Customer Success, Strategic Account Management (or similar)
• Experience managing large enterprise SaaS customers, ideally in DevOps, QA, or automation
• BA/BS degree in CS or Computer Engineering-related field or equivalent experience
• Exceptional executive presence with outstanding communication and presentation skills, capable of engaging and influencing stakeholders at all levels
• Proficiency with CRM and CS tools
• Ability to create structure in ambiguous situations and design effective processes
• Ability to travel occasionally for key meetings or onsite strategy sessions

Responsibilities

• Onboard & Enable
• Orchestrate the onboarding process by aligning customer stakeholders, internal teams, and timelines
• Collaborate with our Professional Services, Product and CX teams to ensure smooth platform setup and training delivery
• Define success metrics and automation objectives collaboratively
• Serve as the strategic point of contact during onboarding, ensuring business alignment and early wins
• Drive Adoption & Value
• Build and execute adoption roadmaps tied to measurable business outcomes
• Monitor usage data and proactively identify risks and growth opportunities
• Continuously demonstrate ROI through reporting, value narratives, and business reviews
• Manage Renewals & Growth
• Own the full renewal process – from forecasting and positioning to contract execution
• Identify expansion opportunities and collaborate with Sales to drive upsells
• Conduct high-impact Executive Business Reviews with business and technical stakeholders
• Advocate & Collaborate
• Act as the customer’s internal champion – translating their needs to Product, Engineering, Marketing and Support
• Lead cross-functional efforts to resolve challenges and deliver exceptional experiences
• Collaborate with Marketing to develop customer stories, case studies, or advocacy initiatives

Preferred Qualifications

• Proactive: You anticipate needs and solve problems early
• Empathetic: You understand and care about customer goals
• Resilient: You stay focused under pressure and adapt with confidence
• Curious: You dig deep, ask questions, and learn fast
• Ownership-minded: You take full accountability for outcomes – not just tasks