Senior Customer Success Manager

Skip to main content Senior Customer Success Manager Leena AI United States Senior Customer Success Manager Leena AI United States 13 hours ago Be among the first 25 applicants See who Leena AI has hired for this role No longer accepting applications Report this job About Leena AILeena AI is a leading AI-powered enterprise automation platform that helps organizations transform their employee and customer experiences. Our cutting-edge LLM-based solutions streamline HR, IT, and Ops workflows—improving productivity, reducing operational load, and elevating service delivery at scale. We recently launched AI Colleagues, a next-generation employee experience platform that moves beyond simple chatbots to act as autonomous, specialized digital coworkers. We partner with global enterprises to bring AI-driven automation to the center of their digital transformation initiatives.Role SummaryAs a Senior Customer Success Manager at Leena AI, you will lead strategic relationships with some of our largest and most complex customers. You will serve as their trusted advisor—helping them operationalize AI for HR and IT workflows, proliferating AI colleagues for the back office, maximizing automation ROI, accelerating time-to-value, and expanding Leena AI’s footprint across their enterprise.You will bring strong executive presence, a consultative mindset, and the ability to deeply understand how AI can transform service delivery. This role requires comfort with fast-moving startup environments, cross-functional collaboration, and guiding enterprise customers through change management and large-scale adoption of AI-powered solutions.Key ResponsibilitiesStrategic Customer LeadershipOwn 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. AI Adoption & Value RealizationBuild 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. Implementation OversightPartner 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. Expansion & RetentionIdentify, 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. Product Advocacy & CollaborationAct as the customer’s internal champion—tracking issues, influencing product roadmap decisions, and ensuring smooth communication across teams. Provide structured feedback to Product...