Senior Customer Success Manager

2 Weeks ago • 5 Years + • Customer Service

Job Summary

Job Description

Leapwork is seeking a Senior Customer Success Manager to join their team. This role involves owning and growing valuable customer accounts by partnering with executive stakeholders to drive adoption, deliver measurable outcomes, and ensure long-term success. The Senior CSM will act as a strategic advisor and customer advocate from onboarding through renewal. Key responsibilities include orchestrating onboarding, collaborating with internal teams for platform setup and training, defining success metrics, building adoption roadmaps, monitoring usage data, demonstrating ROI through reporting and business reviews, managing the renewal process, identifying expansion opportunities, and conducting Executive Business Reviews. The role also involves acting as a customer advocate internally, leading cross-functional efforts to resolve issues, and collaborating with marketing on customer advocacy initiatives.
Must have:
  • 5+ years in Customer Success/Account Management
  • Experience with large enterprise SaaS customers
  • BA/BS in CS or related field, or equivalent experience
  • Exceptional executive presence and presentation skills
  • Proficiency with CRM and CS tools
  • Ability to create structure in ambiguous situations
  • Ability to travel occasionally
Good to have:
  • Experience in DevOps, QA, or automation

Job Details

Company Overview 

At Leapwork, our vision is to break down the barriers between humans and computers through the world’s most accessible automation platform. We are the leading global AI-powered visual test automation solution, enabling some of the world’s largest enterprises to adopt, scale, and maintain automation – in under 30 days.

In today’s environment, where efficiency, automation, and cost optimization are essential to enterprise growth, we are uniquely positioned to deliver impact.

Over the past 18 months, we’ve assembled a world-class leadership team, hiring A-players from companies like EY, Zscaler, AppDynamics, and Harness into VP and C-level roles – laying the foundation for our next phase of global expansion.

We're looking for a Senior Customer Success Manager who thrives at the intersection of technology, strategy, and relationships. In this role, you’ll own and grow some of our most valuable customer accounts, partnering closely with executive stakeholders to drive adoption, deliver measurable outcomes, and ensure long-term success.  

 

What You’ll Do 

As a Senior CSM, you’ll be the strategic advisor and customer advocate from onboarding through renewal. 

You will: 

 

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 

 

You Are... 

  • 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 

 

What you Bring 

  • 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 

 

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 towards the 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

 

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About The Company

Leapwork is a rapidly growing global software company with 400+ enterprise customers around the world, including BNP Paribas Cardif, PayPal, and Mercedes-Benz. Through a visual, no-code approach, Leapwork makes it easy for business and IT users to automate repetitive processes, so enterprises can adopt and scale test automation faster. This enables companies to test and deliver software at speed, and to accelerate digital transformation.

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