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

Role overview

Join Leapsome as a Customer Success / Account Manager (Mid-Market, German Speaker). You will manage mid-market customer relationships, reduce churn, and identify and drive expansion to achieve net revenue retention (NRR).

Responsibilities

• Proactively manage customer relationships to minimize churn and spot expansion opportunities
• Own customer renewals and drive net revenue retention across your book of business
• Execute cross-selling strategies
• Create and continuously improve the SaaS customer experience
• Monitor and improve customer success KPIs, including:
  • NRR, GRR
  • Customer health scores, adoption rates, and time-to-value
• Partner with Product and Engineering to improve the product based on customer needs

Requirements

• 3+ years in Customer Success, Sales, Account Management, or a similar customer-facing role (ideally B2B SaaS)
• Proven experience managing renewals and driving net revenue retention
• Fluent English and German (written and spoken)
• Process-driven mindset with continuous process improvement
• Strong communication skills to explain value/ROI and business impact clearly
• People-oriented and curious; able to understand customer counterparts
• Good understanding of technology and decision-making based on data
• Experience communicating complex processes simply
• Familiarity with CRM and customer success tools, e.g.:
  • CRM: Salesforce, HubSpot
  • CS platforms: Gainsight, ChurnZero

Nice to haves

• Experience in a high-growth SaaS startup environment
• Prior experience in HR tech or People Operations software