Customer Success Manager /Account Manager (m/f/d) -Mid-Market at Leapsome

What is Leapsome? Leapsome is the AI-powered people platform revolutionizing HR for modern teams. Leapsome drives HR excellence and empowers high-performing teams by automating, connecting, and simplifying every HR process across the employee lifecycle — from onboarding and performance management to engagement and development. Built with ease of use in mind, our platform ensures high adoption by employees, managers, and People teams alike. Our purpose is to make work fulfilling for everyone, and our vision is to reshape the future of work by being the leading People platform for HR excellence and high-performing teams. We enable companies to create environments where people can achieve their goals, learn and grow together, and build genuine motivation & engagement. Trusted by thousands of organizations globally, Leapsome secured $60 million in Series A funding led by Insight Partners in March 2022. This funding allowed us to further develop our intelligent platform, create exceptional employee experiences, and expand into the US market. It’s an incredibly exciting time to join Leapsome and be part of reshaping the future of work! Your Opportunity 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. What is your job? Customer Relationship & Growth - 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 CUSTOMER SUCCESS OPERATIONS - 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 PRODUCT & FEEDBACK LOOP - 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 Who are we looking for? REQUIRED QUALIFICATIONS - 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 SKILLS & ATTRIBUTES - 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 at Leapsome - Impact: Become part of a fast-growing scale-up taking over the People Performance & Enablement space by making work fulfilling for more than two million people by 2025 - Teammates: Join a diverse and international team of talented, smart, and kind people - Feedback and recognition: We value feedback exchange and celebrating successes — big and small - Hybrid model: Enjoy our hybrid model by working from home or in our offices in the heart of Berlin, Germany - Flexible work: Experience a work-life balance with flexible hours and the option of working elsewhere for up to 2 months per year - Learning and Development: Develop your skills with a yearly development budget of €2,000 and access to Good Habitz platform - Vacation: Take 30 vacation days every year plus public holidays (or upgrade to 40 vacation days at adjusted pay) & benefit from a month-long paid sabbatical after 5 years with Leapsome - Health & Wellness: Stay active and healthy with a free Urban Sports Club membership and Oliva subscription - Mental health: Access to 1:1 therapy sessions via our mental health partner, plus company workshops and learning pathways on topics like mindfulness and digital wellness - Corporate Benefits: Get exclusive discounts and deals from our partners. - Work-from-home stipend: Receive a one-time work-from-home stipend of €1,000 - Monthly team activities: Have fun at monthly team activities like kayaking, laser tag, and game nights - Competitive pay and pre-IPO equity package Leapsome’s values We stay true to our values in everything we do at Leapsome.  - Impact is everything — We aim high, focus on the outcomes that matter and say no to the rest. - Speed is our advantage — We move fast with intent — simplifying, automating, and learning as we go. - Owners without egos — We trust owners and expect excellence in return. We take responsibility individually, support each other, and win as a team. - Candid is kind — We speak up early and respectfully. We assume good intent, stay curious, and care about each other’s growth. Excited to be part of Leapsome? 😊 Just send us your CV. You won't need to input any information already mentioned on your CV later on - promise! 🤙 A cover letter isn’t necessary, but we’d really appreciate a brief answer to these questions: Why Leapsome? Why you? We look forward to getting to know you! You can find more about what our colleagues think about working at Leapsome here 👉 ✨✨✨ Glassdoor [Upgrade to PRO to see link] ✨✨✨ Kununu [Upgrade to PRO to see link] Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet every qualification. If you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles. Help us make work fulfilling for everyone! At Leapsome, we want work to be the best it can be for everyone. We help companies create environments where people can achieve shared goals, build authentic relationships, learn, and grow together. Put simply; our purpose is to make work fulfilling for everyone. And we know how to get there. But we can only do this by “walking our talk” and building a diverse and inclusive company where people — not just the business — thrive. Apply now 👇 or keep scrolling to read more about what makes Leapsome a unique workplace!