Owns strategic enterprise customer accounts across EMEA, driving adoption, value realization, retention, renewals, expansion revenue, and net revenue retention. Builds executive relationships, leads QBRs and EBRs, develops customer success plans, manages risks, coordinates issue resolution, and provides customer insights. The role also develops reference accounts, supports advocacy initiatives, and collaborates cross-functionally to increase platform utilization and customer satisfaction.
About Us
Automation Anywhere is the leader in Agentic Process Automation (APA), transforming how work gets done with AI-powered automation. Its APA system, built on the industry’s first Process Reasoning Engine (PRE) and specialized AI agents, combines process discovery, RPA, end-to-end orchestration, document processing, and analytics—all delivered with enterprise-grade security and governance. Guided by its vision to fuel the future of work, Automation Anywhere helps organizations worldwide boost productivity, accelerate growth, and unleash human potential.
Principal Customer Success Manager
Location: London, United Kingdom
We are looking for German speaking professional (Must)
Position SummaryAutomation Anywhere is seeking a highly experienced and strategic Principal Customer Success Manager to drive adoption, business value realization, retention, and expansion across a portfolio of key enterprise customers across EMEA.
Key Responsibilities
Strategic Customer Leadership· Own a portfolio of strategic enterprise accounts across EMEA.· Build trusted relationships with C-level stakeholders.· Develop and execute customer success plans.· Drive executive-level engagement and governance programs.Customer Adoption & Value Realization· Ensure customers achieve targeted outcomes.· Expand platform utilization and use cases.· Establish success metrics and value realization reporting.Retention & Growth· Drive renewals, expansion and NRR.· Identify risks and mitigation plans.· Increase customer advocacy and adoption.Executive Engagement· Lead EBRs and QBRs.· Present outcomes and recommendations.· Build executive stakeholder relationships.Cross-Functional Collaboration· Act as voice of customer.· Coordinate critical issue resolution.· Provide product and service insights.Customer Advocacy· Develop reference accounts.· Support webinars, case studies and events.· Foster customer communities.
Qualifications· Bachelor degree required; MBA/Masters preferred.· 12-15 years in Customer Success, Strategic Account Management, Enterprise Software, SaaS or Consulting.· Experience managing large enterprise/global accounts.· Experience driving retention, NRR, expansion revenue and executive engagement.
Skills· Strategic Account Management· Executive Stakeholder Management· Customer Journey Management· Renewal & Expansion Strategy· EBRs/QBRs· SaaS, AI & Automation· Digital Transformation· Cross-functional Leadership
Success Measures· Achievement of Renewal and NRR targets· Growth in platform adoption· Increase in expansion revenue· Executive stakeholder satisfaction· Reduction in churn· Growth in customer advocacy
All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.
Automation Anywhere London, England Office
London, United Kingdom
Similar Jobs
Cloud • Information Technology • Productivity • Security • Software • App development • Automation
Own strategic enterprise customer relationships across the Atlassian platform, serving as a trusted advisor to executives and global teams. Develop success plans, conduct QBRs, drive adoption and value realization, manage complex implementations, identify churn risks, and execute expansion strategies. Collaborate with sales, product, support, and marketing while representing the customer internally. The role requires experience managing strategic SaaS accounts, Jira and Confluence use cases, success planning, CRM tools, Salesforce, and BI platforms.
Top Skills:
ConfluenceGainsightJIRASaaSSalesforceTableau
Artificial Intelligence • Cloud • Information Technology • Machine Learning • Software
Own strategic post-sales relationships with complex, high-value enterprise customers. Drive onboarding, adoption, retention, renewals, expansion, advocacy, executive alignment, and measurable business outcomes. Develop success plans, lead executive business reviews, manage escalations, coordinate cross-functional teams, identify growth opportunities, and provide customer and market insights to internal leadership. Coach Customer Success colleagues, improve processes, and use approved AI tools responsibly to enhance account research, planning, communications, and productivity.
Top Skills:
GainsightGenerative AiLogicmonitorLookerSalesforce
Cloud • Software • Analytics
Own strategic, high-value customer and partner accounts as the primary relationship leader. Build executive relationships, guide renewals and expansions, communicate business value, identify risks and opportunities, and coordinate Sales, Delivery, Product, governance, and technical teams. Serve as a trusted advisor to senior stakeholders while advocating for customer outcomes and commercial objectives. Regularly engage customers through meetings, calls, and travel.
Top Skills:
AIAutomationCcaasCloudSaaSTelecommunications
What you need to know about the London Tech Scene
London isn't just a hub for established businesses; it's also a nursery for innovation. Boasting one of the most recognized fintech ecosystems in Europe, attracting billions in investments each year, London's success has made it a go-to destination for startups looking to make their mark. Top U.K. companies like Hoptin, Moneybox and Marshmallow have already made the city their base — yet fintech is just the beginning. From healthtech to renewable energy to cybersecurity and beyond, the city's startups are breaking new ground across a range of industries.
