Customer Success Manager

Company Overview  

At Leapwork, our vision is to break down the barriers between humans and computers through the world’s most accessible automation platform. We are the leading global AI-powered visual test automation solution, enabling some of the world’s largest enterprises to adopt, scale, and maintain automation – in under 30 days.  

In today’s environment, where efficiency, automation, and cost optimization are essential to enterprise growth, we are uniquely positioned to deliver impact.  

In 2023, Microsoft, the world’s largest and most recognizable software company, recognized Leapwork as a truly innovative and disruptive product, leading to a strategic partnership that continues to be a major growth catalyst.  
 
We’re looking for a Customer Success Manager who’s passionate about building strong customer relationships and helping clients succeed with our platform. 
In this role, you’ll 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 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 you’re 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 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 

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 required 

• 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, 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.