Customer Success Manager - North America

Leapsome•New York, NY

5d•$88,000 - $105,000•Hybrid

About The Position

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! We’re looking for a Customer Success Manager to help us master the challenges of growth and help us further shape our growth trajectory. As a member of the US 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.

Requirements

You have a Bachelor's degree and 1-2 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/interpersonal skills and have proven experience navigating difficult client conversations
You have a good understanding of technology and prioritize based on data analysis, as well as ideally experience with customer success tracking tools (e.g., Hubspot, Zendesk, Planhat)
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 an understanding of the SaaS adoption curve - how to drive usage from stage to stage
You have experience working for organizations/start-ups in growth mode
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

Nice To Haves

Bonus for HR Tech experience

Responsibilities

Take ownership to expand the US market with us
Manage a larger portfolio of SMB customers with a focus on scale and automation
Build and maintain meaningful relationships with our customers in order to create an amazing experience across the entire customer lifecycle:
Seamlessly transition from onboarding to long term support
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
Monitor and improve customer success KPIs, and work to make customer success processes and structures scalable
Collect new customer requirements and pass information to the relevant internal teams

Benefits

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