Senior Customer Success Manager

Leena AI is a leading AI-powered enterprise automation platform that helps organizations transform their employee and customer experiences. As a Senior Customer Success Manager, you will lead strategic relationships with large customers, guiding them in operationalizing AI for HR and IT workflows while maximizing automation ROI and expanding Leena AI’s footprint across their enterprise.

Responsibilities:

• Own a portfolio of strategic enterprise accounts, serving as their primary executive-level contact
• Develop multi-threaded and strong relationships across HR, CIO, Operations, CHRO organizations, COEs, Shared Service leaders, and other key stakeholders/decision makers
• Lead QBRs/EBRs focused on automation impact, AI adoption roadmap, efficiency gains, and employee experience improvements
• Build and execute strategic success plans that tie Leena AI capabilities to measurable customer outcomes (FCR reduction, ticket deflection, SLA improvements, automation rates, EX improvements)
• Guide customers through AI-driven use cases across HR Helpdesk, ITSM, employee engagement, knowledge automation, case management and most importantly - back office automations
• Proactively assess customer health, usage patterns, automation performance, and operational gaps—intervening early to prevent churn and unlock expansion
• Partner with Implementation, Product, and Engineering to ensure successful onboarding and timely delivery of AI workflows, AI Colleagues, knowledge bases, and integrations
• Influence and shape customer rollout plans, employee training, and operational readiness for enterprise-wide adoption
• Identify, pitch, and drive expansion opportunities across additional modules (HR, IT, AI Colleague Automation, Knowledge Intelligence, Case Management, etc.)
• Partner with Sales leadership to support renewal strategy, commercial discussions, and multi-product adoption
• Act as the customer’s internal champion—tracking issues, influencing product roadmap decisions, and ensuring smooth communication across teams
• Provide structured feedback to Product and Engineering around feature requests, LLM performance, enterprise workflow needs, and market trends
• Guide customers on transformation best practices, change management, AI governance, and automation implementation frameworks
• Contribute to building scalable playbooks for onboarding, adoption, and customer maturity

Requirements:

• 5+ years in Customer Success, Account Management, Consulting, or Program Delivery for enterprise SaaS
• Demonstrated experience working with large global enterprises across HR, ITSM, or employee experience platforms
• Strong understanding of AI-powered automation, chatbots, ITSM systems (ServiceNow, Jira, Freshservice), and HR tech (Workday, SuccessFactors, Oracle)
• Ability to interpret customer data, automation metrics, and usage insights to drive decisions and recommendations
• Manage multiple customers and prioritize tasks effectively
• Proven ability to analyze customer needs, solve problems, and drive product adoption
• Confident leading executive conversations, influencing stakeholders, and guiding change in complex organizations
• Experience in a fast-paced startup environment with the ability to operate independently and build structure from ambiguity
• Familiarity with CS tools like Planhat/Gainsight, Hubspot and Jira
• Background in digital transformation, HR operations, ITSM optimization, or enterprise automation
• Experience managing AI/LLM-based products or knowledge automation systems
• Track record of owning multi-million-dollar accounts or global portfolios
• Ability to mentor junior CSMs and elevate overall team capability
• Are you legally authorized to work in the US?
• Do you now or will you in future require sponsorship to work in the US?