Senior Customer Success Manager

Leapwork; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

A leading automation platform company in Greater London is seeking a Senior Customer Success Manager to drive customer onboarding and adoption. This role demands a proactive individual with 5 years of experience in customer success management, particularly with enterprise SaaS clients. Candidates must possess excellent communication skills and a BA/BS degree in a relevant field. Join a fast-paced team dedicated to customer satisfaction and outcomes.

Qualifications

• 5 years of experience in Customer Success or Strategic Account Management.
• Experience with large enterprise SaaS customers, preferably in DevOps or QA.
• Exceptional communication and presentation skills.

Responsibilities

• Onboard and enable customers, ensuring smooth platform launches.
• Drive product adoption by building and executing adoption roadmaps.
• Manage renewal processes and identify growth opportunities.

Skills

Customer Success

SaaS management

Strategic Account Management

Communication

Problem-solving

Education

BA / BS degree in CS or related field

Tools

CRM tools

CS tools

Job description

Company Overview

Company Overview

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

In todays environment where efficiency automation and cost optimization are essential to enterprise growth we are uniquely positioned to deliver impact.

Were looking for a Senior Customer Success Manager who thrives at the intersection of technology strategy and this role youll 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.

The Role

As a Senior CSM youll 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 customers 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 youll 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

Ourfive key principles capturethe essenceofwhatit means to be a part of our world-class team! They are integral to how we approach our workandone another and they serveasaroadmaptoour continuedgrowthdevelopment achievements andsuccess.

• 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 were 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. Were different not indifferent

Required Experience

Manager

Key Skills

Debugging,Remote Access Software,IT Service Management,IOS,Multithreading,VPN,Neo4j,FISMA,SSO,Github,Google Suite,Troubleshooting

Employment Type: Full Time

Experience: years

Vacancy: 1