As a Customer Success Manager for the SMB segment, you will own a book of business end-to-end, driving renewals and net revenue retention. You’ll advise customers on HR best practices, identify expansion opportunities, and work closely with product teams to shape the platform’s roadmap based on real-world user feedback.
Customer Success Manager (SMB) at Leapsome
Leapsome is revolutionizing the future of work, and they need a Customer Success Manager to lead their SMB segment. Backed by $60M from Insight Partners, this Berlin-based scale-up offers a unique opportunity to own a book of business end-to-end while directly influencing the product roadmap. If you have 3+ years of B2B SaaS experience and speak fluent German and English, you can help thousands of organizations build high-performing teams using an AI-powered people platform. Join a mission-driven company where customer success has a real seat at the table and every renewal contributes to making work fulfilling for everyone.
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Location
Berlin, Germany
Compensation
Not Disclosed
Company
Leapsome
Role overview
Leapsome is an AI-powered, all-in-one people platform and HR software solution that helps companies run all core HR processes across the entire employee lifecycle, from onboarding to performance management, engagement, learning, compensation, and growth.[1][3][9][13] The platform combines a modern HRIS (human resources information system) with modules for performance reviews and continuous feedback, goal management (OKRs), employee engagement surveys and pulse checks, learning and development, and compensation management, all in a single, flexible SaaS solution.[2][3][9] Leapsome is designed for CEOs, HR, and People Operations teams in forward-thinking organizations to drive employee engagement, alignment, performance, and learning, while automating and simplifying HR workflows such as employee records, absences, payroll, onboarding, and other administrative tasks.[1][4][9][11] By integrating people science expertise, analytics, and AI-driven features, Leapsome enables companies to build high-performing teams and create happier, more engaged workplaces.[1][5][9][16]
What you will do
- Proactively manage customer relationships to drive adoption, maximize renewals, and hit net revenue retention targets across your SMB portfolio.
- Identify and convert expansion opportunities through strategic contract negotiations that align with customer needs and HR excellence.
- Leverage data from Salesforce and Gainsight to improve customer health scores and scale customer success processes as the company grows.
Who this is a fit for
- Has 3+ years of experience in Customer Success or Account Management within the B2B SaaS industry, focusing on renewals and growth.
- Demonstrates professional fluency in both German and English (written and spoken) to effectively manage a diverse European customer base.
- Possesses a data-informed approach to process improvement, with hands-on experience using CRM tools and customer success platforms like Gainsight.
Why this role is remarkable
- Join a $60M Series A scale-up backed by Insight Partners during a critical expansion phase across Europe and the US.
- Help shape the future of work by empowering thousands of companies to build high-performing, engaged, and fulfilled teams.
- Influence the product roadmap directly by collaborating with engineering teams to turn customer insights into platform features.
How Jack & Jill work together
I get to know what you’re great at, then find roles you’d never find yourself.Ok, I'll go first. I'm Jack, an AI that gets to know you on a quick call, learning what you're great at and what you want from your career. Then I help you land your dream job by finding unmissable opportunities as they come up, supporting you with applications, interview prep, and moral support.
I recruit from Jack’s network and make the intro when I spot a great match.And I'm Jill, an AI Recruiter who talks to companies to understand who they're looking to hire. Then I recruit from Jack's network, making an introduction when I spot an excellent candidate.
Jack gets to know what you're great at and what you want next, then searches 15 million jobs daily and helps you discover roles at companies like this.
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What happens next?
Jack’s an AI agent for job searching and career coaching. He works for you.
Jill is the AI recruiter working for the company. She recruits from Jack’s network.
If your profile’s a match and Leapsome wants to meet, Jill will make the intro. In the meantime, Jack will send you excellent alternatives.