Customer Success Manager

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 andmaintainautomationinunder30 days.

In todays environment whereefficiency automation and cost optimizationare essential to enterprise growth we are uniquely positioned to deliver impact.

In 2023 Microsoftthe worlds largest and most recognizable software companyrecognized Leapwork as a truly innovative and disruptive product leading to a strategic partnership that continues to be a major growth catalyst.

Were looking for a Customer Success Manager whos passionate about building strong customer relationships and helping clients succeed with our platform.
In this role youll manage a portfolio of customers to ensure smooth onboarding consistent engagement and measurable business outcomes.

You dont need to be deeply technical but you should be curious eager to learn and confident leading conversations about value adoption and best practices.

This is a great opportunity for someone looking to grow their career in Customer Success especially if you have a few years of experience already from a Customer Success role or youre transitioning from a Sales or Business Development role and want to move closer to customer partnership and account growth.

You will:

Onboard & Enable

• Support new customers through onboarding by coordinating stakeholders and timelines

• Partner with internal teams to ensure smooth setup handover and initial training

• Define success metrics and ensure customers achieve early wins

• Serve as a trusted point of contact during onboarding and early adoption

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
  
  
• Help customers adopt our platform and achieve their automation goals
  
  
• Track usage and engagement to identify risks and opportunities
  
  
• Run regular check-ins and share best practices to ensure ongoing success
  
  
• Create simple value reports to demonstrate business impact

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

• Own renewal conversations for your assigned customers

• Identify and qualify opportunities for expansion or upsell in collaboration with Sales

• Maintain accurate forecasts and customer health records in CRM and CS tools

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

• Act as the customers voice internally sharing feedback with Product and Support

• Collaborate cross-functionally to resolve challenges quickly

• Partner with Marketing to identify customer stories and testimonials

Requirements

• A minimum of 3 years of experience in Customer Success Business Development or Sales

• Experience working with SMB to mid-market customers

• Familiarity with SaaS platforms automation or QA tools a plus technical curiosity

• BA/BS degree in CS or Computer Engineering-related field or equivalent experience

• Strong relationship-building and communication skills

• Organized proactive and comfortable managing multiple customers at once

• Experience using CRM or Customer Success platforms (e.g. Salesforce HubSpot Gainsight etc.)

Qualifications

• Proactive: You anticipate needs and solve problems early

• Resilient: You say 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

• Analytical: You can interpret customer data and spot trends to improve engagement

• Data-driven: You use insights and metrics to guide decisions and measure success
  
  
• Empathetic: You understand and care about customer goals

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.