Customer Success Manager

About the role

In this role, you will play a crucial part in assisting federal government clients as they navigate their journey with UiPath's automation and artificial intelligence solutions. Your expertise will be vital in helping these essential public sector organizations meet their mission goals by effectively implementing and scaling automation initiatives.

• Location:
  
  Remote - Maryland
• Engagement:
  Full-time
• Compensation: $98,000 - $150,000 base salary, along with equity, commission, and bonuses.
• Team:
  Public Sector

• Formulate and oversee the post-sale strategy for federal accounts, which includes creating adoption roadmaps, value realization plans, and success metrics to measure progress.
• Facilitate measurable outcomes by assisting clients in defining their mission objectives, tracking their advancement, and correlating UiPath usage with operational results.
• Organize and lead customer governance meetings, including weekly updates, monthly reviews, and executive business reviews to ensure alignment and transparency.
• Keep stakeholders informed about account status, including delivery progress, achievements, potential risks, and upcoming activities.
• Serve as a trusted advisor to customer executives and program leaders, ensuring alignment on mission priorities and exploring opportunities for expansion.
• Coordinate adoption initiatives across various internal UiPath teams and external customer stakeholders to ensure seamless implementation.
• Work closely with technical teams to discuss platform health, align roadmaps, and address technical issues as they arise.
• Navigate the complexities of federal environments, tackling system constraints, stakeholder dependencies, and security considerations effectively.
• Assist clients in pinpointing automation and AI opportunities through discovery sessions and workshops designed to uncover potential use cases.
• Advocate for customer needs and feedback within UiPath's product and engineering teams to enhance service delivery.
• Proactively identify and address challenges by collaborating with all relevant parties to eliminate obstacles to success.
• Share best practices and insights to empower customers to independently manage and scale their automation initiatives.

• A minimum of 3 years of experience working with federal, public sector, defense, or intelligence clients is essential.
• Proven track record in customer-facing consultative roles, particularly in managing post-sale relationships and promoting adoption.
• Demonstrated capability to guide clients towards achieving measurable mission value through effective automation strategies.
• Strong program management skills, including the ability to manage milestones, risks, dependencies, and executive communications effectively.
• Ability to cultivate trust with both technical teams and senior leadership to foster collaboration.
• Exceptional communication skills, with the ability to articulate technical concepts in relation to business and mission impact.
• Comfort in dynamic environments where priorities and technical challenges may shift frequently.
• A proactive and results-driven approach to problem-solving, ensuring client needs are met effectively.

• Previous experience implementing UiPath solutions in a federal context would be advantageous.
• Familiarity with legacy system integrations, network access issues, security reviews, and deployment challenges in federal settings is a plus.
• Knowledge of UiPath products, the automation lifecycle, agentic automation, AI workflows, or RPA program operations would be beneficial.
• Experience in software engineering, systems integration, technical deployment, Dev Ops, or solution engineering is desirable.
• Background working with federal system integrators or consulting partners would be an asset.
• Experience in supporting executive business reviews, value scorecards, adoption plans, or renewal strategies is a plus.
• Living in the DMV area (District of Columbia, Maryland, Virginia, Pennsylvania) is preferred.

• Automation
• Artificial Intelligence (AI)
• Robotic Process Automation (RPA)
• Program Management
• Consultative Selling
• Federal Government Systems

UiPath is committed to diversity and offers equal opportunities to all applicants.

Reasonable accommodations are available upon request to support candidates throughout the application process.