About this role
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.
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Principal Customer Success Manager
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Location: London, United Kingdom
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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.
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Key Responsibilities
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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
All unsolicited resumes submitted to any @automationanywhere.com email address, whether submitted by an individual or by an agency, will not be eligible for an agency fee.