Client Success Manager (SMB, German Speaking) in Berlin

• As a Client 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 SMB customers
• 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

Benefits

• Stock options: You’ll get to own a part of Leapsome via our stock option program.
• Development budget: You’ll receive a yearly budget of €2,000 for professional development.
• Flexible schedule: Whenever the role allows, you’ll be able to adjust your schedule to your needs.
• Work-life balance: We want you to enjoy yours to the fullest and we respect
  your time!
• International colleagues: We’re an international team and are happy to support your visa and relocation.
• Team activities & sports: We host regular team events (even remotely), and offer a sports membership.

• 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 German both in written and spoken form
• Proven track record of managing customer renewals and driving net revenue retention, or similar experience
• You are a people-person and curious to fully understand your counterpart
• 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 enjoy negotiating contracts and identifying & converting expansion opportunities
• 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
• 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 excel at communicating complex processes in a simple way
• 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
• Experience in a high-growth SaaS startup environment
• Previous experience in HR tech or People Operations software