Senior Customer Success Manager

About Leena AI

Leena 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 Summary

As 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 Responsibilities

Strategic Customer Leadership

• 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.

AI Adoption & Value Realization

• 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.

Implementation Oversight

• 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.

Expansion & Retention

• 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.

Product Advocacy & Collaboration

• 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.

Thought Leadership & Enablement

• 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

Preferred Qualifications

• 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?

Why Join Leena AI?

• Work at the forefront of enterprise AI and automation with a company that is defining the trends in this space - not following.
• Influence how the world’s biggest companies transform their employee experience.
• Partner with a global team of innovators building industry-defining technology.
• Be part of a dynamic, innovative, and high-growth company.
• Competitive compensation, meaningful equity, and opportunities for rapid career growth.