Senior Customer Success Manager
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 execut...