Principle Customer Success Manager

About Us

Automation Anywhere is a leader in AI-powered process automation that puts AI to work across organizations. The company’s Automation Success Platform is powered with specialized AI, generative AI and offers process discovery, RPA, end-to-end process orchestration, document processing, and analytics, with a security and governance-first approach. Automation Anywhere empowers organizations worldwide to unleash productivity gains, drive innovation, improve customer service and accelerate business growth. The company is guided by its vision to fuel the future of work by unleashing human potential through AI-powered automation. Learn more at www.automationanywhere.com

Customer Success is a core GTM function at Automation Anywhere. Our mission is to ‘Protect and Grow ARR over the long term by delivering Business Value to our customers while effectively collaborating with Sales and other internal functions in pursuit of this mission’

The Principal Customer Success Manager role is focused on executing this mission within a defined territory of strategic customers, directly managing their assigned customers as well as coaching and mentoring other UK based members of the Customer Success team on their respective customers.

Key indicators of success in this role include

• Driving successful onboarding, deployment and adoption of our technology.
• Effective tracking and communication of realised business value to customer stakeholders.
• Maximising contract renewals with minimal churn and contraction in collaboration with our Renewals team.
• Finding and developing revenue expansion opportunities in accounts and passing these to Sales colleagues as qualified pipeline.
• Supporting account teams in driving Upsell and X-sell deals in their pipelines to successful close. 
• Brokering effective engagement between Automation Anywhere senior executives and customer stakeholders to influence strategic product direction
• Partnering with Sales and other internal GTM leaders to successfully deliver the revenue plan for the Northern Europe territory
• Driving high performance across the Northern Europe CSM team by coaching CSMs and leading by example as the senior practitioner in the team

This is a high impact senior position where strategy meets execution. You will drive the growth of Automation Anywhere’s business by delivering business success with our technology to customers, building strong relationships with customer stakeholders. You’ll play a leading role coaching and mentoring the rest of the Northern Europe CSM team in maximising their impact and performance. You’ll collaborate with our Product and Engineering leaders contributing to the company’s product roadmap as a trusted advisor to our most important customers. You will also contribute to the shaping of our global Customer Success and GTM strategy as an acknowledged lead practitioner in SaaS customer management.

You will need excellent customer stakeholder management skills at CXO/CXO-1 level, with the demonstrated ability to build meaningful relationships. You will need exceptional business value skills, with the ability to analyse customers businesses, build value maps and business cases and effectively engage customer stakeholders in value discussions to get their buy-in. You will need a strong grasp of Digital Transformation best practices and a solid understanding of the critical factors that can help or hinder a successful digital transformation strategy in a large enterprise. You will be able to co-develop a digital transformation strategy with your customer stakeholders and you will have a demonstrated grasp of the key Change Management and Program Governance best practices that are critical success factors. You will also need to have excellent coaching and mentoring skills as a senior professional who has successfully coached more junior team members to raise their capabilities.

REQUIREMENTS
 

• 10+ years of experience in customer facing roles at technology or consulting companies working with enterprise level customers.
• Minimum of 2 days a week in the office (Central London based) and upto 30% customer facing travel (depending on assigned customers)
• Ability to influence internally and externally through persuasion, negotiation, and consensus building rather than direct lines of authority
• Demonstrated success managing CXO/CXO-1 level stakeholders and building meaningful relationships as a vendor, including initiating new relationships
• Deep business value expertise and an analytical mindset with demonstrated ability to build value maps and business cases and get customer buy-in
• Strong empathy and advocacy for customers AND passion for commercial revenue outcomes for the company
• Strong understanding of Digital Transformation best practices
• Demonstrated experience co-developing digital transformation strategies with customers at functional, business unit or enterprise level
• Demonstrated understanding of Agile methodologies, Change Management frameworks, COE structures and Program Governance approaches.
• Demonstrated desire for continuous learning and improvement and personal development
• Empathetic and creative leader with the ability to inspire others and the demonstrated ability to coach and mentor other team members to raise their impact and performance
• Outstanding communication and presentation skills are required
• Experience with managing Territory and/or Portfolio level books of business to maximise Revenue outcomes in SaaS businesses is preferred
• Relevant Bachelor’s degree required; MBA preferred

Please note that we use automated decision-making technologies. If you don’t want us to do this, please let us know by reaching out to [email protected].  You have the right to request a human review of your application.