Customer Success Manager

About the Role

As a Customer Success Manager within UiPath's global Customer Success Services (CSS) team, you will be instrumental in guiding customers from initial onboarding through renewal, ensuring they extract maximum value from their UiPath investment. This role focuses on building strong, trusted relationships with key stakeholders, understanding their business objectives, and strategically aligning UiPath's offerings to help them achieve their goals. You will develop and execute comprehensive customer success plans, proactively addressing risks, and driving product adoption through best practices and new features. Collaborating closely with sales, professional services, product, and support teams, you will deliver tailored solutions, monitor customer health, and identify both churn risks and expansion opportunities. Regular business reviews and data-driven insights will be crucial for demonstrating value to executive stakeholders. Ultimately, you will contribute significantly to customer retention and growth, acting as a vital liaison and ensuring a seamless, positive customer experience within a fast-paced, dynamic environment.

Responsibilities

• Manage a portfolio of customers, acting as their trusted advisor and advocate within UiPath.
• Build strong relationships with key stakeholders, understanding their business objectives and how UiPath can help them achieve those goals.
• Develop and execute customer success plans aligned with customer objectives and UiPath's strategic goals.
• Proactively identify and mitigate risks, ensuring customer health and satisfaction.
• Drive product adoption and usage by providing guidance on best practices, new features, and relevant use cases.
• Collaborate with product specialists and professional services to deliver tailored solutions and support.
• Monitor customer health, proactively identifying signs of churn risk or expansion opportunities.
• Engage with customers to address concerns, provide solutions, and ensure continued value realization.
• Conduct regular business reviews with customers to assess progress, demonstrate value, and plan for future initiatives.
• Prepare and present compelling data-driven insights to executive stakeholders.
• Collaborate with sales teams to identify upsell and cross-sell opportunities, contributing to revenue growth.
• Support contract renewals and negotiations, ensuring a smooth and positive experience.
• Act as a liaison between customers and internal UiPath teams (e.g., product, support, engineering) to ensure timely resolution of issues and effective communication.
• Maintain accurate customer records and activity logs in CRM and other relevant systems.
• Provide regular reports on customer health, engagement, and success metrics.
• Contribute to the development and improvement of customer success best practices, playbooks, and resources.
• Share insights and collaborate with peers to enhance team effectiveness.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a similar client-facing role within the software industry.
• Experience with SaaS or enterprise software is highly preferred.
• Demonstrated ability to manage a portfolio of customers, driving adoption, retention, and growth.
• Proven track record of building and maintaining strong customer relationships.
• Excellent communication, presentation, and interpersonal skills.
• Ability to effectively articulate complex technical concepts to both technical and non-technical audiences.
• Strong analytical and problem-solving skills.
• Ability to identify customer needs, analyze data, and develop strategic solutions.
• Proactive and results-oriented mindset with a strong sense of ownership and accountability.
• Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
• Bachelor’s degree in Business, Marketing, Computer Science, or a related field.
• Familiarity with CRM software (e.g., Salesforce) and customer success platforms.