Principal Customer Success Manager (m/f/d)

Your Mission

You will be responsible for some of our most important client relationships, ensuring that excellent professional work translates into long-term customer value.

You will confidently navigate between operational delivery, strategic consulting, and commercial client development. You understand our clients' challenges, identify opportunities early, and collaboratively develop sustainable growth strategies with them.

Your goal is not merely to manage clients, but to ensure their long-term success.

Your Responsibilities

Strategic Customer Development

  • Responsibility for selected key accounts
  • Building trusted relationships with decision-makers and stakeholders
  • Facilitating strategic customer discussions and business reviews
  • Developing long-term customer strategies

Customer Success & Customer Value

  • Ensuring customer loyalty and renewals
  • Early detection of risks and churn indicators
  • Developing measures to increase customer value
  • Managing customer health and success plans

Growth within existing accounts

  • Identifying cross-sell and upsell potential
  • Developing business cases and growth initiatives
  • Actively developing existing client relationships
  • Support for strategic client projects

Bridge between customer and delivery

  • Close collaboration with SEO, CRO, and Delivery teams
  • Translating specialized topics into business value
  • Ensuring alignment on customer goals and priorities

Your Profile

What you bring

  • Several years of experience in Customer Success, Consulting, Key Account Management, or a comparable role
  • Experience in managing complex e-commerce clients
  • Understanding of digital business models, e-commerce, and data-driven marketing
  • Ability to align operational activities with strategic business objectives
  • Strong analytical skills and a keen business acumen

You possess

  • Empathy and genuine interest in customers
  • Excellent communication skills at all levels
  • Ability to distill complexity
  • Strong sense of initiative and responsibility
  • Strong hands-on approach
  • Confident interaction with departments, management, and C-level stakeholders

How we measure your success

  • Net Revenue Retention (NRR)
  • Customer retention and churn reduction
  • Renewal rate
  • Cross- & Upsell development
  • Strategic development of your accounts
  • Customer satisfaction and customer value

What you can expect from us

  • Close collaboration and active knowledge exchange with experienced specialists
  • Fast decision-making processes and an environment that promotes personal responsibility
  • Room for your ideas in a dynamic, modern work environment
  • Continuous professional development through transparent career paths
  • A diverse team of approximately 90 colleagues from 18 nations
  • 100% mobile office or hybrid work in the heart of Berlin
  • Work with renowned, international clients from various industries
  • Subsidized sports program, office in the heart of Berlin

Über uns

LEAP Digital Marketing GmbH is a leading digital marketing agency in Germany, Austria, and Switzerland. By implementing targeted marketing measures characterized by a high ROI, sustainable visibility increases, and an improved conversion rate, we support demanding, internationally active companies in sustainably boosting their top-line performance. Our clients include successful mid-sized businesses, TOP 100 brands, Fortune 500 companies, well-known brands, and globally active enterprises.

Do you have questions? Annabelle can assist you with organizational matters.

‍Martin is your point of contact for technical details.

We look forward to your application!

Since joining LEAP/, I've experienced a very steep learning curve and have grown considerably, both professionally and personally. I also particularly appreciate the flexibility of remote work and benefits like the sabbatical, which gives me the opportunity to work from other EU countries.

Pascal Stieh
Senior Growth Consultant

As a working student, I felt very comfortable at LEAP right from the start. The harmonious and appreciative collaboration within my team particularly inspires me every day. I'm impressed by the ambition, energy, and drive everyone shows as they pull together and contribute to our collective success.

Zehra Cubukcu
HR Assistant (Recruiting)

LEAP/ combines the positive qualities associated with agencies: team spirit, agility, an open discussion culture, and diverse projects. Constantly new tasks ensure an exciting work life.

Philipp Pomplun
Conversion Designer

In over 7 years at LEAP/, I've particularly come to appreciate the open communication culture and the opportunities for professional development. For me, LEAP/ combines the positive aspects of an agency: team spirit, agility, and exciting projects – the perfect environment for anyone striving for progress and personal development.

Hendrik Schlosser
Senior Marketing Manager

I started as an intern and was immediately able to contribute and grow. The training opportunities helped me broaden my expertise and quickly learn the German language. My progression from intern to working student and now as a Team Manager was an exciting challenge.

Amanda Bengtsson
SEO Team Lead

My role at LEAP/ is my personal dream job, combining the freedom of remote work with a unique team spirit. Shared successes and continuous development are the norm here – and that's truly motivating.

Dennis Lümmer
Senior Growth Consultant

At LEAP/, diverse individuals come together, united by one common goal: the drive to make a difference. The palpable team spirit is evident across all departments, and it's incredibly motivating to witness our colleagues continuously grow and develop.

Tim Niemann
Head of Marketing