Role Overview
The Customer Success Manager (CSM) – UiPath is responsible for ensuring customers achieve maximum value and business outcomes from their UiPath automation investments. The role acts as a strategic partner to customers, driving adoption, value realization, retention, and expansion by aligning UiPath capabilities with customer business goals.
Key Responsibilities
Customer Engagement & Success
- Act as the primary point of contact for assigned UiPath customers post-implementation.
- Build trusted relationships with business, IT, and automation stakeholders.
- Drive customer onboarding, adoption, and long-term success.
- Conduct regular business reviews (QBRs).
Value Realization & Adoption
- Define and track customer success plans, KPIs, and ROI.
- Identify opportunities to expand automation use cases.
- Promote best practices for UiPath governance and scalability.
Issue Management & Advocacy
- Proactively identify risks and drive mitigation plans.
- Act as a customer advocate coordinating with internal teams.
Growth & Retention
- Support renewals, upsell, and cross-sell opportunities.
- Identify expansion opportunities within customer accounts.
Enablement
- Guide customers on Automation CoE setup and maturity.
- Educate customers on UiPath roadmap and best practices.
Mandatory Skills & Qualifications
- Experience in Customer Success, Account Management, or Program Management.
- Functional or hands-on understanding of UiPath RPA platform.
- Experience working with enterprise customers.
- Strong communication and stakeholder management skills.
Preferred Skills
- UiPath certifications (Business Analyst, Advanced Developer, Solution Architect).
- Exposure to RPA, Intelligent Automation, AI/ML, Process Mining.
- Experience with ERP systems such as SAP or Oracle.
Education
- Bachelor’s degree in Engineering, Computer Science, Management, or related field.
- MBA or automation-related certifications are a plus.
Key Competencies
- Customer-centric mindset.
- Strong analytical and problem-solving skills.
- Ability to work in a fast-paced environment
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