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Senior Customer Success Manager Boston

Senior Customer Success Manager Boston

LeapworkBoston, MA, US
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Senior Customer Success Manager

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.

  • 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

    • 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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    Boston • Boston, MA, US

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