Customer Success Manager (SMB) (m/f/d) - German-speaking

Title: Customer Success Manager (SMB) (m/f/d) - German-speaking Location: Berlin What is Leapsome? Leapsome is the AI-powered people platform revolutionizing HR for modern teams. Leapsome drives HR excellence and empowers high-performing teams by automating, connecting, and simplifying every HR process across the employee lifecycle — from onboarding and performance management to engagement and development. Built with ease of use in mind, our platform ensures high adoption by employees, managers, and People teams alike. Our purpose is to make work fulfilling for everyone, and our vision is to reshape the future of work by being the leading People platform for HR excellence and high-performing teams. We enable companies to create environments where people can achieve their goals, learn and grow together, and build genuine motivation & engagement. Trusted by thousands of organizations globally, Leapsome secured $60 million in Series A funding led by Insight Partners in March 2022. This funding allowed us to further develop our intelligent platform, create exceptional employee experiences, and expand into the US market. It’s an incredibly exciting time to join Leapsome and be part of reshaping the future of work! YOUR OPPORTUNITY As a Customer 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. WHAT IS YOUR JOB? 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 WHO ARE WE LOOKING FOR? Required Qualifications - 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 Skills & Attributes - You enjoy negotiating contracts and identifying & converting expansion opportunities - 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 AT LEAPSOME - Learning and development: Grow your skills with a €2,000 yearly development budget and full access to the Good Habitz platform. - Work-from-home stipend: A one-time €1,000 stipend to set up your home workspace. - Competitive pay and equity: Competitive salary plus a pre-IPO equity package, so you share in the company's growth. - Corporate benefits: Exclusive discounts and deals from our partner network. - Vacation: 30 vacation days a year plus public holidays, with the option to upgrade to 40 days at adjusted pay. After 5 years at Leapsome, take a month-long paid sabbatical. - Wellness benefits: Stay active with a fully sponsored Urban Sports Club M membership, and support your mental health with an Oliva subscription that includes 1:1 therapy sessions, plus company workshops on mindfulness and digital wellness. - Hybrid and flexible work: Spend 2 days a week with the team in our Berlin office, Tuesdays and Thursdays. - Impact: Join a fast-growing HR platform trusted by more than 2,000 companies worldwide: you'll help shape how companies run HR and grow their people in one connected system. - Culture: A diverse, international team that values open feedback and celebrates wins, big and small. - Sponsored lunch: Lunch is on us every Tuesday and Thursday. - Work from anywhere: Work from a different location for up to 2 months a year. - Monthly team activities: Join Feierabend, a monthly budget to get-together in Berlin — hosted by employees, for employees. This role is based in Berlin and the salary range for this position is €48,000 - €75,000 + Bonus + Equity. View our full compensation framework here Leapsome aims to pay generously and fairly. If the listed range isn’t working for your situation, please tell us early in the process, we’d rather have that conversation than lose a great candidate over a number we may be able to address. If your role or skillset isn’t covered in our compensation framework it’s likely because we haven’t hired enough in that area yet. We’ll build a data-backed range before we make you an offer, and we’ll share our thinking with you as early as we can. This note is published for transparency. It reflects our compensation philosophy as of June 2026 and describes our general global approach — it is not a contract, offer, or entitlement to any salary, increase, or bonus, and may change at any time. Individual compensation is always governed solely by your written employment agreement and applicable local law. Leapsome’s values We stay true to our values in everything we do at Leapsome. - Impact is everything — We aim high, focus on the outcomes that matter and say no to the rest. - Speed is our advantage — We move fast with intent — simplifying, automating, and learning as we go. - Owners without egos — We trust owners and expect excellence in return. We take responsibility individually, support each other, and win as a team. - Candid is kind — We speak up early and respectfully. We assume good intent, stay curious, and care about each other’s growth. Excited to be part of Leapsome? 😊 Just send us your CV. You won't need to input any information already mentioned on your CV later on - promise! 🤙 A cover letter isn’t necessary, but we’d really appreciate a brief answer to these questions: Why Leapsome? Why you? We look forward to getting to know you! You can find more about what our colleagues think about working at Leapsome here 👉 ✨✨✨ Glassdoor ✨✨✨ Kununu 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. Help us make work fulfilling for everyone! At Leapsome, we want work to be the best it can be for everyone. We help companies create environments where people can achieve shared goals, build authentic relationships, learn, and grow together. Put simply; our purpose is to make work fulfilling for everyone. And we know how to get there. But we can only do this by “walking our talk” and building a diverse and inclusive company where people — not just the business — thrive. Apply now 👇 or keep scrolling to read more about what makes Leapsome a unique workplace!