Customer Success Manager - North America

Leapsome is an AI-powered people platform revolutionizing HR for modern teams, and they are seeking a Customer Success Manager to enhance their growth trajectory in the US market. The role involves managing customer relationships, ensuring successful outcomes, and collaborating with cross-functional teams to improve customer experiences and drive revenue expansion. 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 Skills 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) 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 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 Bonus for HR Tech experience Experience with customer success tracking tools (e.g., Hubspot, Zendesk, Planhat) 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 Company Overview Leapsome is the leading People Enablement platform, combining features for feedback, OKRs, employee surveys, and learning. It was founded in 2016, and is headquartered in New York, New York, USA, with a workforce of 51-200 employees. Its website is Company H1B Sponsorship Leapsome has a track record of offering H1B sponsorships, with 3 in 2025, 1 in 2024, 2 in 2022. Please note that this does not guarantee sponsorship for this specific role.