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

• 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: $120,000 to $150,000 + 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!