Team Lead Customer Success - North America

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!

What is your job?

Become the Team Lead of our US customer success team on the ground in New York, master the challenges of high growth and help us further shape our growth trajectory. In this role, you will be responsible for driving CS processes for the North American market, as well as building and coaching a team of successful CS colleagues.

• Take ownership of opening up the US market in close collaboration with cross-functional teams, serving as the voice of the customer for North America to ensure our go-to-market strategy, product positioning, and customer experience are aligned with local needs and insights

• Establish the best customer experience across the customer journey with onboarding, support, account management, upselling, and turning our customers into advocates

• Enable and coach an excellent team of customer success rockstars to be successful and effective at scale and help them to grow and develop on an individual, and professional level

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

• Partner with Sales and the Onboarding team to ensure a seamless and successful customer experience, continuously gathering feedback and driving improvements to the onboarding journey

• Support and enable your team to identify and drive customer expansion opportunities, ensuring customers get maximum value from the platform

• Partner with your team to nurture accounts and proactively surface risks or opportunities to support successful renewals

• Facilitate feedback loops by collecting customer insights from the team and sharing them with founders and the product team to influence roadmap and priorities

• Provide strategic guidance and best practices to help the team scale impact across the customer journey

Who are we looking for?

• You have a Bachelor's degree and have 7+ years of work experience in Customer Success or a Customer-facing role (ideally in B2B SaaS) and 2+ years of leadership/management experience.

• You have successfully built and led teams in the past (ideally in SaaS and/or HR tech) incl. experience in recruiting and mentoring.

• You are experienced in stakeholder/project management, excel in structured communication, and make decisions based on data.

• 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 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 employee enablement, continuous learning, and the future of work, and you are ambitious to have a 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