Associate Director, Customer Success

Associate Director, Customer Success

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.

As Associate Director, Customer Success, you’ll combine hands‑on leadership with strategic account oversight. You’ll guide a team of senior CSMs who partner with global enterprise customers to achieve measurable business outcomes through Leapwork. You’ll ensure consistent delivery, operational excellence, and strong cross‑functional collaboration while serving as an executive point of escalation for key accounts.

• Manage, coach, and empower a small team of senior Customer Success Managers supporting our largest enterprise customers.
• Establish clear goals, success metrics, and performance standards that align with global customer success objectives.
• Create an environment that fosters accountability, collaboration, and continuous learning.
• Partner with the Senior Director of Customer Success to contribute to the strategic direction, team structure, and process evolution for the broader CSM organization.

• Ensure your team delivers measurable value across customer portfolios, from onboarding through expansion.
• Support the design and execution of success plans that tie automation initiatives to strategic business outcomes.
• Oversee regular executive business reviews to demonstrate ROI and strengthen stakeholder alignment.
• Monitor adoption, usage data, and health indicators to proactively identify risk and growth opportunities.

• Partner closely with Sales, Professional Services, Product, and Customer Experience to deliver a seamless customer journey.
• Standardize best practices for success planning, adoption tracking, and renewal management.
• Contribute to the development of scalable playbooks, tools, and dashboards to improve consistency and efficiency.
• Act as the regional voice of the customer, surfacing insights to influence product strategy and overall experience.

• Oversee renewal forecasting, negotiation strategy, and customer expansion planning across your team’s portfolio.
• Collaborate with Sales leadership to identify and pursue upsell opportunities aligned with customer goals.
• Ensure all renewal and growth motions are data‑driven, predictable, and tied to measurable customer outcomes.

• 7+ years of experience in Customer Success, Strategic Account Management, or Enterprise SaaS leadership, including at least 2 years managing a team.
• Demonstrated success managing large, complex enterprise customers – ideally within Dev Ops, QA, or automation.
• Strong leadership skills with experience coaching senior‑level CSMs.
• Proven ability to drive retention, NRR, and customer satisfaction across a strategic portfolio.
• Exceptional executive presence with strong communication and presentation skills.
• Experience working cross‑functionally in a high‑growth SaaS environment.
• Proficiency with CRM and CS platforms (e.g., Salesforce, Gainsight).
• Ability to travel occasionally for key customer meetings, onsite strategy sessions, and team collaboration.

• Strategic:
  You can connect customer success to business value and scale.
• Empowering:
  You develop and inspire high‑performing teams.
• Analytical:
  You use data to guide decisions and measure success.
• Collaborative:
  You work seamlessly across teams to deliver results.
• Accountable:
  You take ownership for outcomes and lead by example.

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.

• 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 toward 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.

Director

Full‑time

Other
• Software Development

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New Bern, NC $95,846.00-$ 4 days ago