Customer Success Manager / Account Manager - North America

What is Leapsome?

Leapsome is the all-in-one platform for People Enablement. We combine tools for goals & OKR management, performance reviews and 360s, employee engagement surveys, continuous feedback, team and 1:1 meetings, and fair compensation and promotion management into an easy-to-use, customizable platform.

At Leapsome, we want work to be the best it can be for everyone. That’s why we help companies create environments where people can achieve goals, learn and grow together, and build authentic relationships — our purpose is to make work fulfilling for everyone!

CEOs and HR/People Operations teams in international, forward-thinking companies like Spotify, monday.com, Unity, Workato, Bolt, and Northvolt choose Leapsome to drive employee development, productivity, and engagement. Forbes magazine listed Leapsome as one of the 100 most innovative startups in Germany and G2 as the #2 Software Company in Germany.

After successfully bootstrapping to more than 1,500 customers, Leapsome raised US$60 million in Series A Funding led by Insight Partners in March 2022. The funding allows us to further invest in developing our intelligent people enablement platform, create an even stronger employee experience, and expand in the US market - which we did in November 2022. It is a very exciting time to join Leapsome!

What is your job?

We’re looking for a Customer Success Manager to help us master the challenges of high growth and help us further shape our growth trajectory. As a member of the North America Customer Success team, you’ll have an opportunity to take point on leading successful customer outcomes, impact our revenue trajectory and build and adjust our processes. You’ll collaborate cross-functionally with Product, Sales and Support to adapt to our customer's needs and ensure they have the best experience possible.

Responsibilities: 

• Take ownership to further expand the US market with us

• Create the best SaaS customer experience across onboarding, support, and account management

• Build and maintain meaningful relationships with our customers and help them build better companies

• Monitor and improve customer success KPIs, and work to make customer success processes and structures scalable

• Onboard new customers and set them up for success; while doing that you continuously work to test and improve the onboarding experience

• Support customers to roll out additional parts of the platform later and enable them to have the best possible impact by using Leapsome

• Proactively nurture customer accounts to identify revenue expansion opportunities and ensure successful renewals

• Collect new customer requirements and pass information to founders & product team

Requirements

• You have a Bachelor's degree and 2 + years of work experience in Customer Success or a Customer-facing role (ideally in a B2B SaaS company); bonus for HR Tech experience

• You have excellent communication and interpersonal skills

• You have proven problem solving and negotiation skills

• You are experienced in Stakeholder and expectation management

• You strive to provide excellent user experiences and service to our customers

• You have a proven track record of being a detail-oriented, team player who has empathy for the customer and takes pride in helping them get the best possible value out of a software solution

• You have a good understanding of technology and make decisions based on data

• You have an understanding of the SaaS adoption curve - how to drive usage from stage to stage

• You have experience working for organizations/start-ups, in aggressive growth mode

• You have proven experience to help navigate through difficult client conversations and come to a satisfactory resolution

• 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 are heavily aligned with our company values

Benefits at Leapsome

• 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 office with a comfortable work-from-home budget

• Flexible work: Experience a work-life balance with flexible hours and the option of working remotely within the USA for up to 2 months per year

• Vacation: Take 30 vacation days every year, plus public holidays

• Parental leave: Up to 8 weeks of 100% paid parental leave, with an additional unpaid leave option

• Competitive package: Competitive salary, benefits, and a pre-IPO equity package

• Financial wellness: Employer-sponsored 401(k), plus access to Origin, a financial wellness tool for your financial planning, advising, and support

• Health care: Robust medical, dental, vision, and life and disability insurance plans. Additional perks include One Medical, telehealth services, and access for employees and dependents to a healthcare advocacy team.

• 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 

• Wellness: Stay active and healthy with our company-sponsored wellness benefits

• Learning and development: Develop your skills with a $2,000 annual development budget and dedicated time for learning

• Commuter benefits

Expected Compensation: $88,000 to $105,000 + Bonus + VSOP 

For compensation, we set standard ranges for all roles based on function, level, and geographic location, benchmarked against similar-stage growth companies. We share base salary ranges on all US job advertisements to comply with local legislation and provide greater transparency to candidates. This role will be eligible for additional compensation through bonuses and stock options.

Multiple factors determine final offer amounts, including geographic location, candidate experience, and expertise.

Leapsome’s values

We stay true to our values in everything we do at Leapsome. 

• Seek impact — What brought us together is the desire to make work fulfilling for everyone. We’re like-minded in that we seek out and hold ourselves accountable for the impact we want to have in this world.

• Listen & learn — We thoroughly and genuinely seek understanding. It helps us to constantly grow together and learn from each other as well as from our customers and partners.

• Challenge the status quo — We regularly challenge ourselves. We don’t walk the beaten path just because everyone else does. Instead, we reflect and seek out better ways.

• Take ownership & pursue excellence — We’re a group of smart and dedicated people, and we trust each other to truly own our work. We’re not afraid of high expectations as we strive for excellence.

• Be honest & transparent — We’re honest and transparent with each other and ourselves. We want to get to the core of it, always. We trust each other to handle all shared information with care.

• Be kind & humble — We are more than just colleagues — we genuinely care for each other. We give each team member the appreciation they deserve and the support they need. We have no interest in serving our own ego.
  
  

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!