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

About the role

You are a strategic partner for mid-market customers guiding them to maximize the value of the Leapsome platform. You will own the end-to-end customer journey for a portfolio of accounts, ensuring their success and satisfaction. You will act as the primary point of contact, building trusted relationships with key stakeholders across the organization. Your work will directly influence customer retention and expansion within your book of business. You will translate customer needs into actionable insights for product and sales teams. You will play a key role in shaping the future of the platform through feedback and collaboration. This role requires proactive ownership of commercial outcomes and operational excellence. You will be instrumental in driving adoption and realizing the full potential of Leapsome for each customer.

Key facts

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 of the Leapsome platform.

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 to support an increasing book of business.

Leverage customer success platforms and CRM tools to track engagement and proactively identify at-risk accounts before they escalate.

Gather feedback and user stories directly from our customers to inform product development and improvement initiatives.

Work closely with the product and engineering team to constantly improve the product and actively contribute to our product roadmap.

Build lasting relationships with our customers and help them build better companies through the use of Leapsome.

Requirements

You must possess a university degree or have equivalent work experience bringing a total of 3+ years in Customer Success, Sales, Account Management, or a similar customer-facing role, ideally within a B2B SaaS company.

You must demonstrate fluency in both English and German, applying this skill in written and spoken communication with equal proficiency.

You must have a proven track record of managing customer renewals and driving net revenue retention over the duration of your career.

You are a people-person who is genuinely curious to fully understand your counterpart and their underlying motivations.

You excel at communicating complex processes in a simple, clear, and actionable manner.

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 seek ways to improve existing processes to increase efficiency and effectiveness.

You have a good understanding of technology and make decisions based on data and measurable outcomes.

You have practical experience with CRM systems like Salesforce or HubSpot and customer success platforms such as Gainsight or 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 is preferred if you have handled similar responsibilities in this domain.

Experience in a high-growth SaaS startup environment is favored due to the fast-paced and evolving nature of the role.

Practical notes

The role is full-time based in Berlin. The position offers a competitive compensation package which includes a performance-based salary and pre-IPO equity. You will be supported with a learning and development budget of €2,000 annually and a work-from-home stipend of €1,000. The company provides comprehensive corporate benefits, 30 vacation days per year plus public holidays with the option to increase to 40 days, and a paid sabbatical after five years of service. Wellness benefits include a fully sponsored Urban Sports Club M membership and an Oliva subscription for mental health support. This role requires the successful candidate to be authorized to work in Germany without the need for sponsorship.