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Sr. Customer Success Manager



Customer Service, Sales & Business Development
United States
Posted on Tuesday, October 3, 2023

Company Overview

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.

The Customer Success team is responsible for driving adoption and long-term value realization for Leapwork’s customers through proactive, structured programs as well as ad-hoc engagement to provide product expertise and best practices. The team partners cross-functionally with every part of the company (Product, Engineering, Marketing, Sales etc.) to advocate for our customers and ensure a high-quality experience throughout their lifecycle as a Leapwork customer.

As a Principal Success Manager, you’ll be managing our Enterprise/Strategic clients - driving adoption and outcomes leading to renewals, expansion, and advocacy across your portfolio.


Complete ownership of customer onboarding and adoption

Build a comprehensive onboarding and adoption plan with the customer

Leverage CRM and CSM tools to track and share customer progress and health

Delivering and communicating ROI for our customer, throughout the customer lifecycle

Being a trusted partner for the customer and positioning yourself as a thought leader.

  • Manage renewals end-to-end, including generating quote and following through till the signature process
  • Identify upsell/expansion opportunities and collaborate with Account Executives.
  • Rigorously measure onboarding and adoption plan progress, course correct in a timely manner when needed and meet/exceed plan goals.
  • Identify any churn risk and engage sales and executive teams in a timely manner
  • Educate customers on new product features and releases.
  • Engage with Product team to align product roadmap with customer requirements
  • Conduct QBRs with key stakeholders on the customer’s team
  • Leverage your relationship with the customer to build case studies and other co-marketing opportunities.
  • Quarterbacking experiences across cross-functional teams (product, sales, engineering, marketing) at Leapwork, on behalf of the customer


  • BA/BS degree in CS or Computer Engineering-related field or equivalent experience
  • 7+ years of experience in Customer Success, Account Management, Management Consulting, or another customer-facing role
  • Industry experience and technical understanding related to Testing Strategy, DevOps etc.
  • Experience managing renewals procurement process
  • Experience in working with complex, multi-divisional, multi-geographical customers
  • Impressive executive presence and communication abilities
  • Ability to create structure in ambiguous situations and design effective processes
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)
  • Ability to travel to customers as needed
  • You're driven; no one needs to push you to excel; it’s just who you are
  • Passion for technology and being a part of a fast-growing company
  • You want to help and serve our customers: they win, so you win.