Senior Customer Success Manager

Boston, New York, New Jersey, Washington DC The Role As a Senior Customer Success Manager, you will serve as a strategic advisor and trusted partner to some of Leapworks 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. 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 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 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 escalates 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 #J-18808-Ljbffr Leapwork