Client Success Manager (SMB) - German-speaking

As a Client Success Manager, you're responsible for helping 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 SMB 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
• 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
• Gather feedback and user stories directly from customers and 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 German both in written and spoken form
• Proven track record of managing customer renewals and driving net revenue retention, or similar experience
• Experience with CRM systems (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero)
• You are a people-person and curious to fully understand your counterpart; you excel at communicating complex processes in a simple way
• Process-driven with a good understanding of technology and data-based decision making

Nice to have

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

What they offer

• Competitive salary plus pre-IPO equity package
• 30 vacation days annually, plus option to upgrade to 40 days; month-long paid sabbatical after 5 years
• EUR 2,000 yearly development budget and access to Good Habitz platform
• Hybrid work: 2 days/week in Berlin office (Tuesdays and Thursdays); work from anywhere up to 2 months/year
• Urban Sports Club M membership, Oliva mental health subscription with 1:1 therapy sessions, and wellness workshops
• EUR 1,000 work-from-home stipend, sponsored lunches on office days, and monthly team activities budget