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Senior Customer Success Manager

Paris, Europe


Sales Support, Customer Success - EMEA

UiPath Careers > Jobs > EMEA > Senior Customer Success Manager

We see boundless potential in the way we live. It drives the way we work. Our culture is our most valuable asset. It acts like a compass for us. We are fast, immersed, humble and bold. And that’s not just words on the walls. 

Eliminating time-consuming tasks means people get to do more of what they love. It’s an inspiring, high stakes challenge that motivates us, and this common passion bonds UiPath employees globally. We all strive every day to be better and to accelerate human achievement. 

We make software robots, so people don’t have to be robots. Would you like to be part of this journey? 

Your mission: Provide a world-class value-add to our customers by supporting them with understanding how and where UiPath can deliver value against their business objectives as quickly as possible, supporting seamless installations whilst driving UiPath product adoption and utilisation and overcoming any initial teething problems. This will be done along with enriching our relationship and communications, considering the overall customer experience, setting up our customers for long term success and creating opportunities to scale across different business units.
 
This is a strategically focused and visible role. The Senior Customer Success Manager, Onboarding, will be entrusted with some of UiPath’s largest and most strategic customers in their early life, working with stakeholders across all parts of the business and at all levels (including the C-suite) to ensure the correct foundations are in place to ensure the overall quality and maturity of the implementation.
 
A major area of responsibility for the Senior Customer Success Manager, Onboarding, is helping customers structure and manage UiPath products during the early part of their company-wide deployments, advising them with operating model design and implementation, strategically enabling & coaching the customer’s project team on UiPath’s deployment methodology and helping them to develop an appropriate change management strategy that maximises adoption, self-sufficiency, and creates business value.
 
You will be expected to partner seamlessly with account executives along with working closely with regional Customer Success Managers and Directors. You will also need to build strong working relationships with our product teams, value engineering, renewals & delivery teams as well as any partners that we work with.
 
The successful candidate will display a wide variety of soft skills which include coaching, project or program management, business consulting as well as a solid technical understanding and experience of implementing large transformational programmes. 
 
You will ideally be based in London and the South East. This role covers Northern Europe and may require travel in the future when permitted.

This is what you will do at UiPath:

  • Operate in harmony with our values; Bold, Fast, Humble, and Immersed
  • Help to define and deliver the Customer Onboarding framework and Roadmap with a focus on the first 90 days
  • Help drive fast time to the first implementation and overcoming any blockers that may arise
  • Provide holistic program support to new customers in the onboarding phase
  • Understand and advise customers throughout their technical installations and deployments
  • Maintain high levels of customer engagement (including on-site meetings) with a focus on customer satisfaction and ensuring customer loyalty
  • Organize and facilitate necessary workshops as well as encouraging your customers to think strategically. 
  • Proactively identify challenges that could impact customer adoption, satisfaction, renewal, or churn and suggest mitigations to overcome these
  • Assist and Coach customers on UiPath Products and training to enable them to become self-sufficient.
  • Partner closely with other cross-functional colleagues to translate business needs and product requirements into new solutions for customers
  • Ensure seamless customer handovers from the Onboarding team to the regional Customer Success teams
  • Share experience with other Customer Success Managers to increase efficiency and drive best in class within the Customer Success organization
  • Empathize with every aspect of the customer experience, putting customers’ needs first

This is what you will bring to the team:

  • Successful track record in a customer-facing, customer success, account management, or strategic consulting role dealing with Enterprise customers, and engaging with stakeholders at all levels, up to and including, C-Suite decision-makers
  • SaaS and cloud knowledge and experience a benefit
  • Solid technical understanding with hands-on experience in digital technologies, previous RPA experience is advantageous
  • Experience in project and program management, change management, technical sales, and consultancy. Previous experience in the application or implementation support domain is a strong plus.
  • Relevant education or experience in Computer science and/or programming .NET (c#, C++, VB, Java, or PowerShell)
  • Experience of Onboarding customers is advantageous
  • Excellent verbal and written communication skills as well as strong analytical and problem-solving skills. Fluent written and spoken English is mandatory for the role. Working knowledge or fluency in other European languages is a plus
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption. Diplomacy, tact, and poise under pressure when working through customer issues
Life at UiPath can sometimes feel like a roller coaster. It comes with changes, healthy challenges, and the opportunity  to build solutions from the ground up, have great impact, and learn a great deal.
  
At UiPath, we value a range of diverse backgrounds experiences and ideas. We pride ourselves on our diversity and inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, military and/or veteran status, or any other protected classes.

UiPath is committed to working with and providing reasonable accommodation to individuals with disabilities. If you have a medical condition or disability which inhibits your ability to complete any part of the application process, and are in need of a reasonable accommodation to complete the process, please contact us @ TALeaders@uipath.com and let us know how we may assist you.

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