Principal Customer Success Manager

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

Position Summary Automation 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

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.

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