Principal Customer Success Manager

Location: London, UK

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.

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.
• 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.