Customer Success Manager – Account Manager, Mid-Market

Leapsome

Customer Success Manager responsible for managing mid-market customer relationships at AI-powered HR platform. Driving customer success and adoption of the Leapsome platform for optimal impact.

Posted 4/22/2026full-timeBerlin • 🇩🇪 GermanyMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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

Requirements

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 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
Nice to Have: Previous experience in HR tech or People Operations software
Experience in a high-growth SaaS startup environment

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successcustomer renewalsnet revenue retentioncustomer health scoresadoption ratestime-to-valuedata-driven decision makingprocess improvementcross-selling strategiesHR best practices

Soft Skills

relationship managementcommunicationcuriositypeople-orientedproblem-solvingprocess-drivencustomer experience focuscollaborationfeedback gatheringadaptability