Senior Customer Success Manager

Senior Customer Success Manager

At Leapwork, we are at the center of the most important shift happening in enterprise software right now, with AI changing how software is built across every industry and every enterprise. We sit at this intersection, and what makes us different is the combination no one else brings: agentic, application agnostic, and deterministic by design across the full software delivery lifecycle.

We are trusted by some of the world's most respected brands across financial services, pharma, manufacturing, and retail. Our platform spans agentic AI orchestration and proven visual automation across every application estate. Our AI Your Way™ approach means we amplify what enterprises already have rather than replacing it, meeting them where they are and moving at the pace the business demands.

Backed by KKR, DN Capital, Salesforce Ventures, and Headline, we are scaling fast and the market opportunity in front of us is significant.

If you want to do the best work of your career at a company where the product is genuinely mission critical to our customers, we would love to talk. We are headquartered in Copenhagen, Denmark with offices in Boston, London, and Gurgaon and local presence across the United States, Europe, and Asia.

The Role

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.

Key Responsibilities

Customer Onboarding & Enablement

• 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

Drive Adoption, Engagement & Customer Value

• 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

Renewals & Revenue Growth

• 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

Customer Advocacy & Cross-Functional Collaboration

• 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

Preferred Skills & Experience:

• 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

What Success Looks Like:

• Customer-obsessed — you deeply understand customer goals and focus relentlessly on delivering value
• Strategic — you can connect customer objectives to business outcomes and long-term success plans
• Proactive — you identify risks and opportunities early and take action before issues escalate
• Commercially minded — you understand how customer success drives retention and growth
• Orchestrator - you align cross-functional teams, drive accountability, and keep complex initiatives on track.
• Resilient and adaptable — you thrive in dynamic, fast-moving environments
• Collaborative — you work effectively across teams and build strong internal partnerships
• Curious and technically engaged — you enjoy learning new technologies and understanding customer use cases

Why Leapwork?

We are on an exciting global growth journey, and this is your chance to jump on board and contribute to digital transformation initiatives at Leapwork. You'll work alongside and learn from a talented and passionate team committed to both innovation and excellence.

By joining our team, you'll be part of an international environment where you can grow, challenge yourself, and do what inspires you. We work hard but have fun while doing it.

Leapwork Principles:

Our three core principles capture the essence of what it means to be 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.

People First: Strong relationships with our customers, partners, and team are the foundation of our success. We win by listening, understanding, and offering empathy and respect to everyone we engage with. We are human and act humane.

Grow or Die: Standing still is not an option. We adapt to change and drive it forward. We challenge ourselves and others to keep learning, share ideas, and find new ways to grow the business.

Speed Matters: We act with intent and urgency. We cut complexity, seize opportunities, and deliver results fast.