Associate Director, Customer Success

We are looking for an Associate Director, Customer Success who thrives at the intersection of leadership, strategy, and customer impact. In this role, you'll lead a small, high-performing team of senior Customer Success Managers overseeing some of Leapwork's largest and most strategic enterprise accounts.

Requirements

• 7+ years of experience in Customer Success, Strategic Account Management, or Enterprise SaaS leadership
• Demonstrated success managing large, complex enterprise customers
• 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