Principal Customer Success Manager

Automation Anywhere, Inc.; Greater London; On-site; GBP 90,000 - 140,000; Full time

Job summary

Automation Anywhere is seeking a highly experienced Principal Customer Success Manager to drive adoption, value realization, retention and expansion across a portfolio of enterprise customers across EMEA. You will lead strategic accounts and executive engagement with C-level stakeholders.

You will own customer success plans, measure outcomes, and collaborate with cross-functional teams to ensure renewals and growth while expanding platform adoption.

Qualifications

• Bachelor's degree required; MBA/Masters preferred.
• 12–15 years in Customer Success, Strategic Account Management, Enterprise Software, SaaS or Consulting.
• Experience managing large enterprise/global accounts.
• Experience driving retention, NRR, expansion revenue and executive engagement.

Responsibilities

• Own a portfolio of strategic enterprise accounts across EMEA.
• Build trusted relationships with C-level stakeholders and develop customer success plans.
• Drive renewals, expansion and net revenue retention with measurable outcomes.
• Lead executive business reviews (EBRs) and quarterly business reviews (QBRs).
• Coordinate cross-functional teams to address critical issues and gather product insights.
• Develop reference accounts and support webinars, case studies, and events.

Skills

Strategic Account Management

Executive Stakeholder Management

Customer Journey Management

Renewal & Expansion Strategy

EBRs/QBRs

SaaS, AI & Automation

Digital Transformation

Cross-functional Leadership

Education

Bachelor's degree

MBA/Masters preferred

Job description

About Us Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.

Principal Customer Success Manager

Location: London, United Kingdom

Position Summary Automation Anywhere is seeking a highly experienced and strategic Principal Customer Success Manager to drive adoption, business value realization, retention, and expansion across a portfolio of key enterprise customers across EMEA.

Key Responsibilities

• Strategic Customer Leadership
  • Own a portfolio of strategic enterprise accounts across EMEA.
  • Build trusted relationships with C-level stakeholders.
  • Develop and execute customer success plans.
  • Drive executive-level engagement and governance programs.
• Customer Adoption & Value Realization
  • Ensure customers achieve targeted outcomes.
  • Expand platform utilization and use cases.
  • Establish success metrics and value realization reporting.
• Retention & Growth
  • Drive renewals, expansion and NRR.
  • Identify risks and mitigation plans.
  • Increase customer advocacy and adoption.
• Executive Engagement
  • Lead EBRs and QBRs.
  • Present outcomes and recommendations.
  • Build executive stakeholder relationships.
• Cross-Functional Collaboration
  • Act as voice of customer.
  • Coordinate critical issue resolution.
  • Provide product and service insights.
• Customer Advocacy
  • Develop reference accounts.
  • Support webinars, case studies and events.
  • Foster customer communities.

Qualifications

• Bachelor degree required; MBA/Masters preferred.
• 12-15 years in Customer Success, Strategic Account Management, Enterprise Software, SaaS or Consulting.
• Experience managing large enterprise/global accounts.
• Experience driving retention, NRR, expansion revenue and executive engagement.

Skills

• Strategic Account Management
• Executive Stakeholder Management
• Customer Journey Management
• Renewal & Expansion Strategy
• EBRs/QBRs
• SaaS, AI & Automation
• Digital Transformation
• Cross-functional Leadership

Success Measures

• Achievement of Renewal and NRR targets
• Growth in platform adoption
• Increase in expansion revenue
• Executive stakeholder satisfaction
• Reduction in churn
• Growth in customer advocacy

Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.