Customer Success Manager (SMB) - 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. You will focus on our 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 our customers and work closely with the product and engineering team to constantly improve the product
• Leverage customer success platforms and CRM tools to track engagement and proactively identify at-risk accounts

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 enjoy negotiating contracts and identifying & converting expansion opportunities
• You excel at communicating complex processes in a simple way

Nice to have

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

What they offer

• Learning and development: €2,000 yearly development budget and full access to the Good Habitz platform
• Work-from-home stipend: €1,000 one-time stipend to set up your home workspace
• Competitive pay and equity: Pre-IPO equity package
• Vacation: 30 vacation days a year plus public holidays, with option to upgrade to 40 days
• Wellness benefits: Urban Sports Club M membership and Oliva subscription with 1:1 therapy sessions
• Flexible work: 2 days per week in Berlin office (Tuesdays and Thursdays), work from anywhere up to 2 months per year