Senior Customer Success Manager

3 weeks ago

Étreux, Hauts-de-France, United States Leap Work Full time
Drive Customer Success at Leapwork

As a Senior Customer Success Manager at Leapwork, you will be responsible for driving adoption and long-term value realization for our customers. You will partner cross-functionally with every part of the company to advocate for our customers and ensure a high-quality experience throughout their lifecycle as a Leapwork customer.

Key Responsibilities:
  • Complete ownership of customer onboarding and adoption
  • Build a comprehensive onboarding and adoption plan with the customer
  • Leverage CRM and CSM tools to track and share customer progress and health
  • Delivering and communicating ROI for our customer, throughout the customer lifecycle
  • Being a trusted partner for the customer and positioning yourself as a thought leader
  • Manage renewals end-to-end, including generating quote and following through till the signature process
  • Identify upsell/expansion opportunities and collaborate with Account Executives
  • Rigorously measure onboarding and adoption plan progress, course correct in a timely manner when needed and meet/exceed plan goals
  • Identify any churn risk and engage sales and executive teams in a timely manner
  • Educate customers on new product features and releases
  • Engage with Product team to align product roadmap with customer requirements
  • Conduct QBRs with key stakeholders on the customer's team
  • Leverage your relationship with the customer to build case studies and other co-marketing opportunities
  • Quarterbacking experiences across cross-functional teams (product, sales, engineering, marketing) at Leapwork, on behalf of the customer
About You:
  • BA/BS degree in CS or Computer Engineering-related field or equivalent experience
  • 5+ years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role
  • Industry experience and technical understanding related to Testing Strategy, DevOps etc.
  • Experience managing renewals procurement process
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Impressive executive presence and communication abilities
  • 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:
  • 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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