Customer Success Manager / Account Manager, Leapsome

• 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 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
• 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

Desirable

• 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
• 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
• 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
• 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