Customer Success Manager /Account Manager -Mid-Market
Leapsome
Seniority
Midweight
Model
Hybrid
Sector
Salary
Undisclosed
Contract
Full-Time
About the role
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. You will focus on our mid-market customers.
What you'll do
- 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
- Monitor and improve customer success KPIs including NRR, GRR, customer health scores, adoption rates, and time-to-value
- 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
What you'll need
- 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 ideally in German, both in written and spoken form
- Proven track record of managing customer renewals and driving net revenue retention
- You excel at communicating complex processes in a simple way
- You are process-driven and continuously work to improve existing processes
- Experience with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero)
Nice to have
- Previous experience in HR tech or People Operations software
- Experience in a high-growth SaaS startup environment
What they offer
- Hybrid model with offices in the heart of Berlin, plus up to 2 months per year working elsewhere
- 30 vacation days plus public holidays, with option to upgrade to 40 at adjusted pay
- Yearly development budget of €2,000 and access to Good Habitz platform
- Free Urban Sports Club membership and Oliva subscription
- One-time work-from-home stipend of €1,000
- Competitive pay and pre-IPO equity package