Customer Success Manager /Account Manager (Mid-Market) (m/f/d) - German-speaking

As a Customer Success Manager you’re responsible for helping our customers achieve the best possible impact by using the Leapsome platform and for building and maintaining meaningful relationships with our customers. Master the challenges of growth and help us further shape our growth trajectory. You will focus on our mid-market customers.

Responsibilities

Proactively manage customer relationships to minimize churn, identify expansion opportunities, and execute cross-selling strategies that align with customer needs while achieving commercial targets; Own customer renewals and drive net revenue retention across your book of business; Create the best SaaS customer experience, advise on HR best practices, and drive continued adoption; Support customers to rollout additional parts of the platform later and enable them to have the best possible impact by using Leapsome; Monitor and improve customer success KPIs including NRR, GRR, customer health scores, adoption rates, and time-to-value; Work to make customer success processes and structures scalable as we grow; Leverage customer success platforms and CRM tools to track engagement and proactively identify at-risk accounts; Gather feedback and user stories directly from our customers, come up with ideas to improve the product; Work closely with the product and engineering team to constantly improve the product (You actively contribute to our product roadmap!); Build lasting relationships with our customers and help them build better companies

Requirements

University degree or equivalent work experience; 3+ years in Customer Success, Sales, Account Management, or a similar customer-facing role, ideally in a B2B SaaS company; Fluent in English and German, both in written and spoken form; Proven track record of managing customer renewals and driving net revenue retention; You are a people-person and curious to fully understand your counterpart; You excel at communicating complex processes in a simple way; You strive to provide outstanding customer experiences by effectively communicating the value and ROI of our solutions, ensuring customers recognize the impact on their business goals and objectives; You are process-driven and continuously work to improve existing processes; You have a good understanding of technology and make decisions based on data; Experience with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero); You are passionate about the future of work and continuous learning at work, and you want to join us in building an exceptional team and company to have real impact in this space

Nice to have

Previous experience in HR tech or People Operations software; Experience in a high-growth SaaS startup environment

Benefits

Learning and development: Grow your skills with a €2,000 yearly development budget and full access to the Good Habitz platform; Work-from-home stipend: A one-time €1,000 stipend to set up your home workspace; Competitive pay and equity: Competitive salary plus a pre-IPO equity package; Corporate benefits: Exclusive discounts and deals from our partner network; Vacation: 30 vacation days a year plus public holidays, with the option to upgrade to 40 days at adjusted pay; After 5 years at Leapsome, take a month-long paid sabbatical; Wellness benefits: Stay active with a fully sponsored Urban Sports Club M membership, and support your mental health with an Oliva subscription that includes 1:1 therapy sessions, plus company workshops on mindfulness and digital wellness; Hybrid and flexible work: Spend 2 days a week with the team in our Berlin office; Impact: Join a fast-growing HR platform trusted by more than 2,000 companies worldwide; Culture: A diverse, international team that values open feedback and celebrates wins; Sponsored lunch: Lunch is on us every Tuesday and Thursday; Work from anywhere: Work from a different location for up to 2 months a year; Monthly team activities: Join Feierabend, a monthly budget to get-together in Berlin — hosted by employees, for employees