Senior Customer Success Manager

Automation Anywhere Inc.; London; On-site; GBP 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a Senior Customer Success Manager to enhance customer engagement and drive growth in the UK. This pivotal role focuses on developing and executing strategies that ensure customer satisfaction and retention, while fostering collaboration across teams. The ideal candidate will possess a strong background in customer success, with a passion for advocating for clients and optimizing their journey. Join a forward-thinking organization that values innovation and customer-centric approaches, and make a significant impact on the success of both customers and the company.

Qualifications

• 5-8+ years in customer success or account management.
• Strong empathy for customers and passion for growth.
• Proven negotiation and strategy implementation skills.

Responsibilities

• Define customer success strategies and optimize customer lifecycle.
• Engage with customers to ensure satisfaction and retention.
• Collaborate with teams to drive customer advocacy and growth.

Skills

Customer Relationship Management

Analytical Skills

Negotiation

Strategic Consulting

SaaS Experience

Education

Bachelor's Degree in Relevant Fields

Job description

Senior Customer Success Manager page is loaded

Senior Customer Success Manager

Apply locations London, UK | Full time | Posted 3 Days Ago | Job Requisition ID: JR546

About Us

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI, and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service, and accelerate business growth. Guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation, learn more at www.automationanywhere.com.

The Sr. Customer Success Manager is focused on ensuring our customers’ success in the UK, driving growth and adoption of our technology, boosting renewals, and gleaning strategic insights to improve our product value. This role offers an exciting opportunity to influence customer and company success significantly.

This high-impact position involves strategy and execution. You will help evolve our customer success strategy by creating and implementing processes that maximize customer success with our technology. Collaboration with the global Customer Success team will be essential, covering onboarding, regular reviews, and ensuring retention, satisfaction, and growth. Tailoring services to meet customer needs is key.

This challenging role requires exceptional customer relationship skills, team building, motivation, and analytical abilities. The ideal candidate is passionate about customer advocacy with a proven track record. Focus areas include quality management, fostering innovation, and continuous operational improvement. The candidate should be a conservative risk-taker, ambitious, and thrive in change.

Impact you will make in the role:

• Define segmentation of customer base and strategies to ensure success and margin optimization.
• Provide success blueprints, service plans, and business roadmaps outlining critical success factors, metrics, potential issues, and recommendations.
• Define and optimize the customer lifecycle, map the customer journey, develop listening points, and create interventions for each point.
• Increase customer lifetime value through advocacy and references; serve as a customer advocate in product evolution.
• Engage with customer management to C-Level/Influencers as needed.
• Ensure customer feedback is captured and conveyed internally for ongoing improvement.
• Proactively assess interactions with top customers (product performance, usage, support experience).
• Integrate support activities into a coherent customer success organization focused on delivering excellent customer experience.
• Assist industry teams with escalations and develop best practice blueprints.
• Maintain operational metrics and review cadence within the team.
• Contribute thought leadership and best practices internally and externally around business transformation.
• Foster collaboration within the team and across the customer lifecycle.
• Work closely with Named Account Sales to identify new opportunities and facilitate transitions post-deployment.

Expertise you will bring in:

• 5-8+ years' experience in customer-facing success, account management, or strategic consulting; SaaS experience preferred.
• RPA experience is a plus but not essential.
• Ability to influence through persuasion, negotiation, and consensus-building.
• Deep business operations expertise.
• Background in post-sales, sales, or consulting services preferred.
• Strong empathy for customers and passion for revenue and growth.
• Understanding of value drivers in recurring revenue models.
• Analytical, process-oriented mindset.
• Continuous learning and improvement mindset.
• Leadership qualities with the ability to inspire.
• Excellent communication and presentation skills.
• Bachelor’s degree in relevant fields; computer science or related preferred.
• Proven negotiation and strategy implementation skills.
• Strong financial acumen with a track record of improving service level metrics.
• Ability to balance exceptional service with financial performance and growth.
• Willingness to travel up to 25%.

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All unsolicited resumes sent to @automationanywhere.com will not be eligible for an agency fee.