Customer Success Manager / Account Manager (Mid-Market, German Speaker)

Join Leapsome, a fast-growing SaaS company, as a Customer Success Manager. In this role, you will be responsible for building and maintaining meaningful relationships with our mid-market customers, minimizing churn, identifying expansion opportunities, and driving net revenue retention. You will also create the best SaaS customer experience, monitor and improve customer success KPIs, and work closely with the product and engineering team to constantly improve the product.

• Proactively manage customer relationships to minimize churn, identify expansion opportunities, and execute cross-selling strategies.
• Own customer renewals and drive net revenue retention across your book of business, ensuring customers recognize the impact on their business goals.
• Monitor and improve customer success KPIs including NRR, GRR, customer health scores, adoption rates, and time-to-value.
• 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
• Proven track record of managing customer renewals and driving net revenue retention
• Fluent in English and German, both in written and spoken form
• You are process-driven and continuously work to improve existing processes
• 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 a people-person and curious to fully understand your counterpart
• You have a good understanding of technology and make decisions based on data
• You excel at communicating complex processes in a simple way
• 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
• Experience in a high-growth SaaS startup environment
• Previous experience in HR tech or People Operations software
• 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