Senior Customer Success Manager

About Leena AI

Leena AI is a premier AI-driven enterprise automation platform designed to enhance employee and customer experiences. Utilizing advanced large language models, the platform optimizes workflows in HR, IT, and Operations, boosting productivity, reducing operational burdens, and improving service delivery on a large scale. Recently, it launched AI Colleagues, a next-gen employee experience solution acting as autonomous digital collaborators rather than simple chatbots. The company partners with global enterprises to infuse AI-driven automation into their core digital transformation efforts.

Role Overview

The Senior Customer Success Manager manages key relationships with Leena AI’s largest and most complex clients. This role involves acting as a trusted advisor, helping clients implement AI in HR and IT processes, spreading AI Colleagues usage across back-office operations, maximizing return on automation investments, speeding time-to-value, and growing Leena AI’s presence within their organizations. The position requires a consultative approach, strong executive presence, and the ability to navigate fast-paced startup settings, cross-departmental collaboration, and enterprise-wide change management for AI adoption.

Primary Responsibilities

• Manage a portfolio of strategic enterprise accounts, serving as the primary senior contact.
• Build deep, multi-level relationships with HR, CIO, Operations, CHRO, Centers of Excellence, Shared Services leaders, and other decision-makers.
• Lead quarterly and executive business reviews focused on automation impact, AI adoption strategies, operational efficiency, and improvements in employee experience.
• Develop and implement strategic success plans that correlate Leena AI technologies with quantifiable business outcomes, including reduced first-call resolution rates, ticket deflection, SLA improvements, automation metrics, and employee experience upgrades.
• Support customers through diverse AI use cases encompassing HR Helpdesk, IT service management, employee engagement, knowledge automation, case handling, and back-office automation.
• Monitor customer health, usage trends, automation efficacy, and service gaps to proactively mitigate churn and foster account expansion.
• Collaborate closely with implementation, product, and engineering teams to guarantee smooth onboarding, deployment of AI workflows, digital colleagues, knowledge databases, and integrations.
• Influence rollout plans, employee training, and readiness to ensure successful enterprise-wide AI adoption.
• Identify and promote opportunities for expansion across product modules such as HR, IT, AI Colleague Automation, Knowledge Intelligence, and Case Management.
• Work with sales leadership to aid in renewal strategies, commercial negotiations, and increased uptake of multiple products.
• Serve as a customer advocate within Leena AI by tracking product issues, informing roadmap decisions, and ensuring effective communication among various teams.
• Provide insightful feedback on feature requests, language model performance, enterprise workflow needs, and emerging market trends to product and engineering departments.
• Advise customers on best practices for transformation, change management, AI governance, and automation frameworks.
• Contribute to developing scalable onboarding and adoption playbooks and advancing customer maturity models.

Required Qualifications

• Minimum five years' experience in Customer Success, Account Management, Consulting, or Program Delivery within enterprise SaaS environments.
• Proven experience collaborating with large multinational enterprises on HR, IT service management, or employee experience platforms.
• Solid knowledge of AI-enabled automation, chatbot technologies, ITSM tools like ServiceNow, Jira, Freshservice, and HR systems such as Workday, SuccessFactors, and Oracle.
• Strong analytical capabilities to interpret usage data, automation performance, and customer insights to guide strategy and recommendations.
• Ability to manage and prioritize multiple clients and tasks efficiently.
• Demonstrated capacity for identifying customer needs, troubleshooting, and driving adoption of products.
• Confidence in leading executive-level conversations and influencing stakeholders within complex organizational structures.
• Experience thriving in fast-paced startup companies, with an independent, self-directed approach to building structure amid ambiguity.
• Familiarity with Customer Success platforms including Planhat, Gainsight, Hubspot, and Jira.

Preferred Qualifications

• Background in digital transformation, HR operations, ITSM process optimization, or enterprise automation solutions.
• Experience managing AI and large language model-based products or knowledge automation platforms.
• History of managing portfolios worth millions or with global scope.
• Skills in coaching junior Customer Success Managers and enhancing team effectiveness.
• Legal authorization to work in the United States without requiring sponsorship presently or in the future.

Why Work at Leena AI?

• Engage at the forefront of enterprise AI and automation technology, shaping industry trends proactively.
• Impact how leading global corporations redefine employee experience through AI innovation.
• Collaborate with a diverse, innovative global team developing cutting-edge technology.
• Be part of a rapidly growing and dynamic company culture that values creativity and impact.
• Receive competitive compensation, meaningful equity participation, and opportunities for rapid career advancement.