Senior Manager, Client Success

Life at UiPath The 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 mission As a Senior Manager, Client Success, you will lead a high-performing team of Customer Success Managers (CSMs) and Technical Account Managers (TAMs) delivering exceptional customer outcomes and operational excellence. You will be accountable for people management, operational performance, and execution excellence within the shared-services model, ensuring your team enables UiPath customers to achieve measurable business value through successful onboarding, adoption, and utilization of the UiPath platform. While revenue metrics such as renewal and expansion are owned at the regional level, this role directly supports and contributes to those outcomes by driving high-quality delivery, customer advocacy, and data-informed performance management. Team Overview : The Client Success, HUB Americas organization is a strategic shared-services function designed to scale customer-delivery capacity and accelerate time-to-value for UiPath customers across the Americas. Operating as one of the Shared Services HUBs based out of India, this team partners closely with the LATAM HUB to ensure consistent, high-quality delivery and operational efficiency across all customer segments and verticals. The HUB's mission is to expand Technical Account Management and Customer Success capacity while maintaining customer centricity and execution excellence. It delivers UiPath's top-tier support and advisory programs at scale, focusing on technical and operational activities that accelerate customer success and measurable business outcomes. This role sits within the Client Success, HUB Americas organization and contributes directly to achieving its goals of operational excellence, customer satisfaction, and continuous value realization. What you'll do at UiPath Lead and develop a blended team of CSMs and TAMs, fostering collaboration, role clarity, and accountability. Drive customer success outcomes, supporting renewal and expansion performance through strong adoption, advocacy, and satisfaction. Plan and manage staffing and resource allocation, ensuring optimal utilization across the shared-services delivery model. Implement operational rigor through standardized processes, cadence reviews, and performance dashboards. Leverage analytics and forecasting tools (Excel, Power BI, Tableau, or Snowflake) to track utilization, identify trends, and inform strategic decisions. Collaborate cross-functionally with Client Success Directors (AMER Verticals), Product Support, Product Engineering, Sales, Pre-Sales, and Professional Services to align strategies, manage escalations, and ensure consistent delivery excellence. Monitor and report on key delivery metrics, identifying improvement areas and executing corrective actions to optimize efficiency. Communicate effectively with internal stakeholders and customers, representing the HUB in operational reviews and strategic discussions. Key Customer Success Metrics & KPIs The Senior Manager will be measured primarily on: Customer Health Score, CSAT, and NPS: Ensuring consistently high satisfaction and engagement levels across UiPath customers. Internal CSAT: Measuring satisfaction from on-shore TAMs and CSMs to ensure Shared Services teams deliver high-quality, reliable, and value-driven support to AMER customers. Product Adoption and Utilization: Driving customer maturity and measurable business outcomes through UiPath solutions. Time-to-First-Value (TTV) and Onboarding Efficiency: Accelerating customer realization of value and reducing time to adoption. Operational Efficiency and Resource Utilization: Maintaining optimal productivity, forecast accuracy, and balanced workloads across Shared Services teams. Process Excellence and Escalation Management: Delivering predictable, high-quality experiences through operational discipline and continuous improvement. What you'll bring to the team 10+ years of experience in Customer Success, Technical Account Management, or Support leadership within enterprise software or SaaS. Proven success leading hybrid CSM and TAM teams, ideally across multiple geographies and time zones. Strong understanding of shared-services operations, resource planning, and delivery optimization. Demonstrated ability to drive operational excellence, process standardization, and continuous improvement. Proficiency in data analysis and business-intelligence tools (Excel, Power BI, Tableau, or Snowflake). Working knowledge of mathematical and statistical methods for utilization analysis and demand forecasting. Exceptional communication, presentation, and stakeholder-management skills across cultures and functions. Preferred Experience & Differentiators. Experience with Process Automation tools, Agentic systems, Business Process Management Suites (BPMS), or Intelligent Document Processing (IDP) technologies. Hands-on familiarity with the UiPath Platform or comparable enterprise automation solutions. Experience in enterprise Customer Success organizations supporting large global accounts. Proven ability to leverage automation and analytics to scale Customer Success delivery and optimize outcomes. Travel Requirements: Minimal travel (