Associate Director, Customer Success

Leapwork is seeking an Associate Director, Customer Success to lead a team of senior Customer Success Managers for strategic enterprise accounts in North America. This role involves driving retention, adoption, and growth, combining hands-on leadership with strategic account oversight. Responsibilities include coaching CSMs, ensuring measurable customer value, operational excellence, and overseeing renewals and expansion, contributing to the strategic direction of the CSM organization.

Must Have

• Manage, coach, and empower a small team of senior Customer Success Managers.
• Establish clear goals, success metrics, and performance standards.
• Ensure team delivers measurable value across customer portfolios.
• Support design and execution of success plans tied to business outcomes.
• Oversee regular executive business reviews to demonstrate ROI.
• Monitor adoption, usage data, and health indicators.
• Partner closely with Sales, Professional Services, Product, and Customer Experience.
• Standardize best practices for success planning, adoption tracking, and renewal management.
• Oversee renewal forecasting, negotiation strategy, and customer expansion planning.
• Collaborate with Sales leadership to identify upsell opportunities.
• 7+ years of experience in Customer Success, Strategic Account Management, or Enterprise SaaS leadership.
• At least 2 years managing a team.
• Demonstrated success managing large, complex enterprise customers.
• Strong leadership skills with experience coaching senior-level CSMs.
• Proven ability to drive retention, NRR, and customer satisfaction.
• Exceptional executive presence with strong communication and presentation skills.
• Experience working cross-functionally in a high-growth SaaS environment.
• Proficiency with CRM and CS platforms (e.g., Salesforce, Gainsight).

Good to Have

• Experience within DevOps, QA, or automation domains.
• Strategic: connect customer success to business value and scale.
• Empowering: develop and inspire high-performing teams.
• Analytical: use data to guide decisions and measure success.
• Collaborative: work seamlessly across teams to deliver results.
• Accountable: take ownership for outcomes and lead by example.

Perks & Benefits

• Opportunity for global growth and challenge.
• Fast-paced international environment.
• Focus on collaboration, social activities, and celebration.

Company Overview

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 an Associate Director, Customer Success who thrives at the intersection of leadership, strategy, and customer impact. In this role, you’ll lead a small, high-performing team of senior Customer Success Managers overseeing some of Leapwork’s largest and most strategic enterprise accounts. You’ll report directly to the Senior Director of Customer Success Management and play a key role in driving retention, adoption, and growth across our North American enterprise customer base.

The Role

As Associate Director, Customer Success, you’ll combine hands-on leadership with strategic account oversight. You’ll guide a team of senior CSMs who partner with global enterprise customers to achieve measurable business outcomes through Leapwork. You’ll ensure consistent delivery, operational excellence, and strong cross-functional collaboration while serving as an executive point of escalation for key accounts.

You will:

Lead & Develop

• Manage, coach, and empower a small team of senior Customer Success Managers supporting our largest enterprise customers.
• Establish clear goals, success metrics, and performance standards that align with global customer success objectives.
• Create an environment that fosters accountability, collaboration, and continuous learning.
• Partner with the Senior Director of Customer Success to contribute to the strategic direction, team structure, and process evolution for the broader CSM organization.

Drive Customer Value & Outcomes

• Ensure your team delivers measurable value across customer portfolios, from onboarding through expansion.
• Support the design and execution of success plans that tie automation initiatives to strategic business outcomes.
• Oversee regular executive business reviews to demonstrate ROI and strengthen stakeholder alignment.
• Monitor adoption, usage data, and health indicators to proactively identify risk and growth opportunities.

Operational Excellence & Collaboration

• Partner closely with Sales, Professional Services, Product, and Customer Experience to deliver a seamless customer journey.
• Standardize best practices for success planning, adoption tracking, and renewal management.
• Contribute to the development of scalable playbooks, tools, and dashboards to improve consistency and efficiency.
• Act as the regional voice of the customer, surfacing insights to influence product strategy and overall experience.

Renewals & Growth

• Oversee renewal forecasting, negotiation strategy, and customer expansion planning across your team’s portfolio.
• Collaborate with Sales leadership to identify and pursue upsell opportunities aligned with customer goals.
• Ensure all renewal and growth motions are data-driven, predictable, and tied to measurable customer outcomes.

Requirements

• 7+ years of experience in Customer Success, Strategic Account Management, or Enterprise SaaS leadership, including at least 2 years managing a team.
• Demonstrated success managing large, complex enterprise customers — ideally within DevOps, QA, or automation.
• Strong leadership skills with experience coaching senior-level CSMs.
• Proven ability to drive retention, NRR, and customer satisfaction across a strategic portfolio.
• Exceptional executive presence with strong communication and presentation skills.
• Experience working cross-functionally in a high-growth SaaS environment.
• Proficiency with CRM and CS platforms (e.g., Salesforce, Gainsight).
• Ability to travel occasionally for key customer meetings, onsite strategy sessions, and team collaboration.

Qualifications

• Strategic: You can connect customer success to business value and scale.
• Empowering: You develop and inspire high-performing teams.
• Analytical: You use data to guide decisions and measure success.
• Collaborative: You work seamlessly across teams to deliver results.
• Accountable: You take ownership for outcomes and lead by example.

Why Leapwork?

We are on an exciting journey of global growth – and this is your chance to get onboard.

By joining our team, you’ll become part of a fast-paced international environment where you can grow, challenge yourself, and do what inspires you. We work hard, but have fun while doing it – and we believe that collaboration, social activities, and celebration are keys to success.

Our Leapwork Principles

Our five key principles capture the essence of what it means to be a part of our world-class team! They are integral to how we approach our work and one another, and they serve as a roadmap to our continued growth, development, achievements, and success.

• Customer first: We listen to our customers, understand their pain points, and focus on what matters to them.
• Lead from the front: Leading means guiding others toward solutions to our challenges.
• Get it done: We make commitments, follow through, and deliver work we’re proud of.
• Build excellence: We do our best work every day, holding ourselves and others to the highest standards.
• Respectfully different: We treat each other with respect, always. We’re different, not indifferent.