Customer Success Manager

OverviewJoin to apply for the Customer Success Manager role at Leapwork.Leapwork is positioned as a leading global AI-powered visual test automation solution, helping enterprises adopt, scale, and maintain automation in under 30 days. We’re looking for a Customer Success Manager who’s passionate about building strong customer relationships and helping clients succeed with our platform. You will manage a portfolio of customers to ensure smooth onboarding, consistent engagement, and measurable business outcomes. You don’t 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 to grow in Customer Success, especially if you have a few years of experience in Customer Success or are transitioning from Sales or Business Development and want to move toward customer partnership and account growth.ResponsibilitiesOnboard & 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 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; act as the customer’s voice internally, sharing feedback with Product and Support; collaborate cross-functionally to resolve challenges quickly; partner with Marketing to identify customer stories and testimonials.RequirementsA minimum of 3 years of experience in Customer Success, Business Development or SalesExperience working with SMB to mid-market customersFamiliarity with SaaS platforms, automation, or QA tools a plus – technical curiosity requiredBA/BS degree in CS or Computer Engineering-related field or equivalent experienceStrong relationship-building and communication skillsOrganized, proactive, and comfortable managing multiple customers at onceExperience using CRM or Customer Success platforms (e.g., Salesforce, HubSpot, Gainsight, etc.)QualificationsProactive: You anticipate needs and solve problems earlyResilient: You stay focused under pressure and adapt with confidenceCurious: You dig deep, ask questions, and learn fastOwnership-minded: You take full accountability for outcomes – not just tasksAnalytical: You can interpret customer data and spot trends to improve engagementData-driven: You use insights and metrics to guide decisions and measure successEmpathetic: You understand and care about customer goalsWhy 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 PrinciplesCustomer 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.Seniority levelMid-Senior levelEmployment typeContractJob functionOtherSoftware DevelopmentWe’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr