At Leapwork, we are at the center of the most important shift happening in enterprise software right now, with AI changing how software is built across every industry and every enterprise. We sit at this intersection, and what makes us different is the combination no one else brings: agentic, application agnostic, and deterministic by design across the full software delivery lifecycle.
We are trusted by some of the world's most respected brands across financial services, pharma, manufacturing, and retail. Our platform spans agentic AI orchestration and proven visual automation across every application estate. Our AI Your Way™ approach means we amplify what enterprises already have rather than replacing it, meeting them where they are and moving at the pace the business demands.
Backed by KKR, DN Capital, Salesforce Ventures, and Headline, we are scaling fast and the market opportunity in front of us is significant.
If you want to do the best work of your career at a company where the product is genuinely mission critical to our customers, we would love to talk. We are headquartered in Copenhagen, Denmark with offices in Boston, London, and Gurgaon and local presence across the United States, Europe, and Asia.
The Role
As a Senior Customer Success Manager, you will serve as a strategic advisor and trusted partner to some of Leapwork’s most important enterprise customers. You will own relationships across the customer lifecycle — from onboarding and adoption through renewal and expansion — ensuring customers achieve measurable business value from their investment in Leapwork.
This is a highly consultative, customer-facing role requiring a combination of commercial acumen, executive stakeholder management, technical curiosity, and operational excellence. You will work cross-functionally with Sales, Professional Services, Product, Support and Marketing to deliver exceptional customer experiences and long-term success.
The ideal candidate thrives in fast-paced SaaS environments, enjoys building deep customer relationships, and is passionate about helping enterprise organizations transform through automation.
Key responsibilities:
Customer Onboarding & Enablement
Lead strategic onboarding engagements for enterprise customers, ensuring alignment on goals, timelines, success criteria, and adoption plans
Partner with Professional Services, Product, and Customer Experience teams to coordinate implementation activities and training delivery
Establish measurable success metrics and automation objectives with customer stakeholders
Act as the strategic point of contact during onboarding, ensuring executive alignment and early value realization
Drive customer readiness and adoption planning to support long-term success
Drive Adoption, Engagement & Customer Value
Develop and execute customer success plans aligned to business objectives and ROI outcomes
Build strong relationships with technical users, business leaders, and executive stakeholders
Monitor customer health, product usage, adoption trends, and engagement metrics to proactively identify risks and opportunities
Deliver regular business reviews and strategic value discussions with customer leadership teams
Partner with customers to identify new use cases and maximize platform value across their organization
Serve as a trusted advisor on automation strategy, operational best practices, and organizational enablement
Renewals & Revenue Growth
Own and manage the renewal process for assigned accounts, including forecasting, commercial positioning, negotiation support, and execution
Identify expansion opportunities within existing accounts and collaborate closely with Sales on upsell and cross-sell strategies
Help drive net revenue retention through strong customer engagement and long-term relationship management
Maintain accurate account insights, forecasts, and customer health data within CRM and customer success platforms
Customer Advocacy & Cross-Functional Collaboration
Act as the voice of the customer internally, advocating for customer needs and strategic priorities
Partner with Product and Engineering teams to communicate customer feedback and influence product direction
Lead cross-functional collaboration to resolve customer challenges and deliver exceptional experiences
Work with Marketing to support customer advocacy initiatives including case studies, webinars, reference programs, and success stories
Contribute to continuous improvement of Customer Success processes, playbooks, and best practices
Preferred Skills & Experience:
5+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, or a similar customer-facing SaaS role
Proven experience managing large enterprise customers and complex stakeholder environments
Experience within SaaS, test automation, DevOps, QA, RPA, or enterprise software environments strongly preferred
Strong commercial mindset with experience supporting renewals, retention, and account growth
Exceptional communication, presentation, and relationship management skills with the ability to engage executive stakeholders
Strong project management skills with a proven ability to coordinate cross-functional teams and drive complex, multi-stakeholder engagements to successful outcomes
Demonstrated ability to manage multiple priorities and navigate ambiguity in high-growth environments
Experience using CRM and Customer Success platforms (e.g., Salesforce, Gainsight, HubSpot, etc.)
Strong analytical and problem-solving skills with a data-driven approach to customer success
Bachelor’s degree in Computer Science, Engineering, Business, or equivalent practical experience preferred
Willingness to travel occasionally for customer meetings, workshops, and onsite engagements
What Success Looks Like:
Customer-obsessed — you deeply understand customer goals and focus relentlessly on delivering value
Strategic — you can connect customer objectives to business outcomes and long-term success plans
Proactive — you identify risks and opportunities early and take action before issues escalate
Commercially minded — you understand how customer success drives retention and growth
Orchestrator - you align cross-functional teams, drive accountability, and keep complex initiatives on track.
Resilient and adaptable — you thrive in dynamic, fast-moving environments
Collaborative — you work effectively across teams and build strong internal partnerships
Curious and technically engaged — you enjoy learning new technologies and understanding customer use cases
Why Leapwork?
We are on an exciting global growth journey, and this is your chance to jump on board and contribute to digital transformation initiatives at Leapwork. You’ll work alongside and learn from a talented and passionate team committed to both innovation and excellence.
By joining our team, you’ll be part of an international environment where you can grow, challenge yourself, and do what inspires you. We work hard but have fun while doing it.
Leapwork Principles:
Our three core principles capture the essence of what it means to be 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.
People First: Strong relationships with our customers, partners, and team are the foundation of our success. We win by listening, understanding, and offering empathy and respect to everyone we engage with. We are human and act humane.
Grow or Die: Standing still is not an option. We adapt to change and drive it forward. We challenge ourselves and others to keep learning, share ideas, and find new ways to grow the business.
Speed Matters: We act with intent and urgency. We cut complexity, seize opportunities, and deliver results fast.
