Job description
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.
We’re looking for a Senior Customer Success Manager who thrives at the intersection of technology, strategy, and relationships. In this role, you’ll 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.
What You’ll Do
As a Senior CSM, you’ll 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 customer’s 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, 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.
