Senior Customer Success Manager
Worksoft IncAbout Worksoft
Worksoft empowers business and IT teams to deliver flawless enterprise applications faster and more efficiently by discovering, documenting, testing, and automating end-to-end business processes across pre-production and production environments.
Our solutions ensure business process quality and resilience by automating tests for SAP, Oracle, and other enterprise applications. Recognized by global enterprise customers and leading system integrators as the gold standard for SAP automated testing, Worksoft's automation is embedded into ERP practices to support Agile, DevOps, and SAFe methodologies and accelerate digital transformation.
Role Overview
The Senior Customer Success Manager (CSM) owns the post-sales customer journey for a portfolio of enterprise customers. The role focuses on driving adoption, value realization, retention, and expansion by building trusted advisor relationships and delivering strategic, consultative engagement.
This role is ideal for a success-driven, self-starting professional with strong relationship management, enterprise software exposure, and a customer-first mindset.
Key Responsibilities
Customer Relationship Management
- Build and maintain strong relationships with multiple customer stakeholders
- Act as the primary post-sales point of contact for products, services, training, and resources
- Serve as a trusted advisor by understanding customer goals, challenges, and success criteria
Onboarding & Adoption
- Collaborate with sales, pre-sales, services and enablement to ensure successful customer on-boarding and adoption
- Engage customers on a regular cadence to review:
- Product usage
- Performance metrics
- Training and enablement needs
- New project initiatives
- Engage customers on a regular cadence to review:
- Drive adoption to ensure customers maximize value from their Worksoft investment
Customer Success Planning & Growth
- Collaboratively build account plans with the Account Executive
- Develop and maintain customer success plans for each account
- Define and track KPIs aligned to customer outcomes
- Monitor customer health and proactively mitigate retention risks
- Plan and execute regular business reviews
- Identify and guide expansion, upsell, and cross-sell opportunities
- Identify advocacy opportunities and initiate engagement with marketing
Escalation & Issue Management
- Provide escalation support for customer and internal issues
- Ensure support has full context for the customers challenge and requirement
- Manage unexpected situations with professionalism and urgency
Voice of Customer & Internal Alignment
- Gather and articulate customer feedback to Product and internal teams
- Influence product enhancements and roadmap decisions by understanding and relaying customer requirements, timelines, and business need
- Maintain accurate customer data, interactions, and health indicators in CRM systems
Skills & Competencies
- Exceptional verbal and written communication skills
- Strong consultative and relationship-building capabilities
- Deep understanding of enterprise software environments or ability to learn quickly
- Knowledge of test automation and QA industry trends
- Structured problem-solving and root-cause analysis skills
- Strong organizational and time management skills
- Ability to manage multiple accounts and priorities simultaneously
- Data-driven mindset with the ability to interpret customer metrics
- Sales acumen to identify growth opportunities and collaborate with Sales teams
- High adaptability in fast-paced, evolving environments
- Strong cross-functional collaboration skills
- High emotional intelligence with empathy and customer-centric thinking
Experience & Qualifications
- 5+ years of experience in customer success or customer-facing roles within a technology or software company (preferably Test Automation)
- Minimum 3 years of experience with:
- Software automation and/or
- Software quality assurance
- Understanding of enterprise software solutions along with implementation and adoption challenges
- Exposure to SAP, Oracle, or similar enterprise platforms
- Understanding of enterprise software lifecycles:
- Agile
- Hybrid
- Waterfall
- Ability to travel internationally up to 30%of working time
- Right to work in the UK (visa sponsorship is not available)
Success Metrics
- Customer retention and renewal outcomes
- Product adoption and value realization
- Customer health and satisfaction indicators
- Effectiveness of customer success plans and business reviews
- Identification and support of expansion opportunities
- Accuracy and quality of CRM data and reporting
Terms & Conditions
- Contract Type: Permanent
- Working Hours: 40 hours per week, Monday to Friday
- Core Hours: 8:00 AM - 5:00 PM GMT (with flexibility for customer needs)
- Work Model: Remote within the United Kingdom
- Reporting To: Director, Customer Success
- Travel Requirement: Up to 30% international travel (primarily EMEA)
Benefits & Compensation
- Salary: £100,000 - £120,000 per annum, dependent on experience
- 25 days annual leave
- 8 paid company holidays
- Summer Hours program with half-day Fridays twice monthly (May to September)
- Auto-enrollment workplace pension scheme with employer contribution
- Private medical insurance
- Dental insurance
- Statutory Sick Pay (SSP)
- Statutory family leave entitlements including maternity, paternity, adoption, and shared parental leave
- Flexible remote working arrangement
- Collaborative and supportive team environment
- Exposure to multiple enterprise technologies and tools
Our Values
- People Matter Most - Listen, respect, care, and assume best intentions
- Customers Are Our Why - We succeed when our customers and partners succeed
- Do what's Right - Even when it is difficult
- Own It. Find a Way. - Accountability and execution matter
- Stay Curious, Keep Learning - Think beyond the task and create value
Equal Opportunities
Worksoft is committed to creating a diverse and inclusive workplace where everyone can perform at their best. We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.