Senior Customer Success Manager

3 weeks ago

Boston, United States Leap Work Full time
Company Overview

Leapwork is the leading global AI-powered visual test automation platform. We empower the world's largest enterprises to adopt, maintain, and scale automation in less than 30 days. Unlike traditional test automation, Leapwork is as easy and intuitive to use as assembling Lego blocks, even for the most complex test automation cases. This is why we are used by hundreds of global enterprises across all industries, from banks and insurance companies to life sciences, government, and aerospace.

The Customer Success team is responsible for driving adoption and long-term value realization for Leapwork's customers through proactive, structured programs as well as ad-hoc engagement to provide product expertise and best practices. The team partners cross-functionally with every part of the company (Product, Engineering, Marketing, Sales etc.) to advocate for our customers and ensure a high-quality experience throughout their lifecycle as a Leapwork customer.

The Impact You'll Make

As a Senior Customer Success Manager, you'll play a pivotal role in managing the entire post-sales customer lifecycle, from orchestrating onboarding and setting measurable success criteria to issue resolution, escalation and renewals. You'll align our solutions with customer outcomes to drive adoption, uncover expansion opportunities, and foster advocacy across your portfolio.

What You'll Do
  • Manage a book of business of our largest accounts
  • Lead the post-sales engagement including onboarding, retention and growth of your customers.
  • Serve as a trusted advisor by aligning Leapwork's solutions to meet customers' strategic objectives.
  • Develop and execute Success Plans to drive business value and ROI.
  • Forecasting, identifying risk and maintaining a strong customer renewal rate and growth rate in partnership with the Account Executive team
  • Identify upsell/expansion opportunities and collaborate with Account Executives.
  • Leverage CRM and CSM tools to track and share customer progress and health
  • Rigorously measure onboarding and adoption plan progress, course correct in a timely manner when needed and meet/exceed plan goals.
  • Educate customers on new product features and releases.
  • Engage with Product team to align product roadmap with customer requirements
  • Facilitate Executive Business Reviews with key stakeholders and Leapwork Executive Sponsors.
  • Build customer advocates who will speak on behalf of Leapwork as a reference and share success stories in Leapwork events and content.
  • Drive cross-functional collaboration with Product, Sales, Engineering, Support and Marketing teams to deliver seamless customer experiences.
About you
  • BA/BS degree in CS or Computer Engineering-related field or equivalent experience
  • 5+ years of experience in Customer Success, Account Management (or similar) role, managing relationships with large, global and complex organizations, preferably working with a technical enterprise product.
  • Industry experience and technical understanding related to Testing Strategy, DevOps etc.
  • Experience managing renewals procurement process
  • Exceptional executive presence with outstanding communication and presentation skills, capable of engaging and influencing stakeholders at all levels
  • Ability to create structure in ambiguous situations and design effective processes
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
  • Ability to travel to customers as needed
  • You're driven; no one needs to push you to excel; it's just who you are
  • Passion for technology and being a part of a fast-growing company
  • You want to help and serve our customers: they win, so you win.
Why Leapwork?

We are on an exciting journey of global growth - and this is your chance to get onboard.

By joining our team, you'll 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

Our five key principles capture the essence of what it means to be a 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.
  • 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 we're 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. We're different, not indifferent.

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