Senior Customer Success Manager- ITES

Life at UiPathThe people at UiPath believe in the transformative power of automation to change how the world works. We're committed to creating category-leading enterprise software that unleashes that power.To make that happen, we need people who are curious, self-propelled, generous, and genuine. People who love being part of a fast-moving, fast-thinking growth company. And people who care—about each other, about UiPath, and about our larger purpose.Could that be you?Your missionHow would you like to help the world's largest companies transform the way they work via automation allowing their team members to achieve their full potential? Helping customers' team members achieve more than they ever have by automating the day-to-day and focusing on driving business to a higher level. As a Senior Customer Success Manager focused on the IT/ITES industry, you will be a strategic partner to our most important customers in this sector. You will leverage your deep industry knowledge and program management expertise to help them build and scale world-class automation programs. Your mission is to ensure our customers in the IT, BPO, and MSP space achieve significant business value, whether by driving internal adoption and building a mature Center of Excellence (CoE) or by supporting the go-to-market (GTM) strategy for their own automation-powered service offerings. You will act as a trusted advisor, guiding them from initial deployment to enterprise-wide transformation, ensuring they realize the full potential of the UiPath platform. What you'll do at UiPathIndustry-Focused Strategy: Develop a comprehensive understanding of the customer's business objectives, with a specific focus on the unique challenges and opportunities within the IT/ITES sector.Automation Program Management: Guide customers in establishing and scaling their automation programs, including CoE setup, governance models, and pipeline management. Drive a structured approach to identifying, prioritizing, and implementing automation solutions that align with strategic goals.Adoption & Value Realization: Own the customer's adoption strategy, building and maintaining a value delivery plan. This includes driving internal adoption for enterprise customers or supporting the GTM and service delivery framework for MSP/BPO partners.Executive Engagement: Maintain high levels of engagement with customer stakeholders, from C-level executives to program leads. Conduct regular business reviews (QBRs) to showcase value realization and align on future strategy.Enablement & Best Practices: Serve as the automation expert, coaching customers on UiPath best practices for development, deployment, and change management to foster self-sufficiency.Voice of the Customer: Act as a key liaison between your customers and UiPath's product and engineering teams, ensuring their feedback and industry-specific needs are addressed.Team Mentorship: Mentor and provide guidance to other Customer Success Managers, sharing your industry and program management expertise. What you'll bring to the teamIndustry Experience10+ years of professional experience, with a strong focus in the IT, ITeS, BPO, or Managed Services (MSP) industries (mandatory).Program Management ExpertiseProven experience in automation program management, including one or more of the following:Leading or playing a key role in an internal Automation Center of Excellence (CoE), driving adoption, governance, and scaling within an IT/ITES organization.Supporting the go-to-market (GTM) strategy and delivery for an MSP or BPO's Automation-as-a-Service offering.Customer-Facing Experience5+ years in a senior, strategic customer-facing role, such as:Customer SuccessAccount ManagementStrategic ConsultingProven track record of retaining and growing a portfolio of enterprise customers.This is a strategic role where you will use your expertise and your existing relationships to make a huge impact on strategic as well as long tail customers.Automation Platform KnowledgeStrongly Preferred: Hands-on experience and deep knowledge of the UiPath platform.Experience with other enterprise-grade intelligent automation, RPA, or AI platforms is acceptable.Strategic & Analytical SkillsStrong ability to:Understand complex business challenges.Develop and execute strategic plans.Solve problems using a data-driven approach.Communication & Relationship BuildingExceptional communication and interpersonal skills.Proven ability to build strong, trusted relationships with executive-level stakeholders.SaaS AcumenExperience working in a SaaS business model is highly beneficial.#LI-MR1Maybe you don't tick all the boxes above—but still think you'd be great for the job? Go ahead, apply anyway. Please. Because we know that experience comes in all shapes and sizes—and passion can't be learned.Many of our roles allow for flexibility in when and where work gets done. Depending on the needs of the business and the role, the number of hybrid, office-based, and remote workers will vary from team to team. Applications are assessed on a rolling basis and there is no fixed deadline for this requisition. The application window may change depending on the volume of applications received or may close immediately if a qualified candidate is selected.We value a range of diverse backgrounds, experiences and ideas. We pride ourselves on our diversity and inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity, and expression, national origin, disability, neurodiversity, military and/or veteran status, or any other protected classes. Additionally, UiPath provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review these and other legal disclosures, visit our privacy policy.