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Customer Success Manager

Zurich, Europe


Sales Support, Customer Success - EMEA

UiPath Careers > Jobs > EMEA > 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? 

Our Customer Success team advises and guides a wide variety of customers ensuring they implement the UiPath product suite successfully, enabling quick and accurate adoption and that our customers continually succeed at getting business value from UiPath.
 
Your mission:
Provide a true value-add to our customers by supporting them with understanding where UiPath can deliver against their business objectives, increasing product adoption and utilisation along with enriching our relationship and communications, minimising churn, and creating opportunities to scale across different business units.

This is a strategically focused and visible role. The Customer Success Manager will be entrusted with some of UiPath’s largest and most strategic customers, working with stakeholders across all parts of the business and at all levels (including the C-suite) to drive increased adoption of UiPath and to improve the overall quality and maturity of its use.

A major area of responsibility for the Customer Success Manager is helping customers structure and manage UiPath products, 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 other 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. 
You can be based anywhere within Germany or Emea Area.

This is what you will do:

  • Maintain high levels of customer engagement (including on site meetings) with a focus on customer satisfaction, keeping a high promoter score and ensuring customer loyalty.
  • Organise and facilitate necessary workshops, conduct regular formal business reviews 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 trainings to enable them to become self-sufficient.
  • Share experience with other Customer Success Managers to increase efficiency and drive best in class within the Customer Success organisation. 
  • Work hand-in-hand with Account Executives to support on upsell opportunities, business development and renewals.
  • Empathise with every aspect of the customer experience, putting customers’ needs first.
  • Partner closely with other cross-functional team members or external third parties to translate business needs to product requirements.  

This is what you will bring:

  • 5+ proven years in customer-facing, customer success, account management or strategic consulting organisation role.
  • Solid technical understanding with hands on experience in digital technologies, previous RPA experience is advantageous (Certification on graduation of the UiPath Academy is also an advantage).
  • Experience in technical support, project, and program management, change management, technical sales and consultancy. Previous experience in application or implementation support domain is a plus.
  • Familiarity with software and front-end development.
  • Excellent verbal and written communication skills as well as strong analytical and problem-solving skills.
  • Fluent written and spoken German and English is mandatory for the role, 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.
  • Knowledge of Salesforce, Clari or Gainsight is an advantage.
  • Proven track record in a highly professional customer service environment.
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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