Senior Customer Success Manager

Leap

11d • $80,000 - $90,000

About The Position

Leap is seeking a Senior Customer Success Manager to own outcomes for a portfolio of its largest and most strategic customers, including multi-location and multi-brand organizations. The role is accountable for account health, retention, and growth, and requires understanding each customer’s business goals, creating plans to achieve them, tracking progress, and coordinating Leap teams to deliver results. The Senior Customer Success Manager serves as a trusted advisor to customer owners and executives, an internal advocate for customer needs, and a driver of retention and growth.

The position involves developing account plans and success measures, communicating progress through scorecards and business reviews, leading strategic conversations with executive stakeholders, and coordinating customer needs with Product, Support, Professional Services, Sales, and leadership. The role also leads renewal and retention discussions, identifies appropriate expansion opportunities, monitors usage and customer feedback for risks and trends, and uses AI tools to support proactive, data-informed customer engagement. The manager guides adoption of Leap CRM and SalesPro, maintains account records in Salesforce, and coordinates acknowledgement and resolution of customer issues within one business day. Travel of up to 25% is required for trade shows and onsite customer meetings.

Requirements

• At least 3 years of experience in customer success, account management, or another customer-facing, revenue-responsible role.
• Proven track record of owning retention, renewals, and growth for a book of business.
• Ability to engage credibly with executive-level contacts and lead business reviews or strategic conversations with owners and senior leaders.
• Strong business acumen and genuine curiosity about how customers’ businesses operate and grow.
• Ability to advocate for customer needs cross-functionally with clarity, data, and context, and to influence without direct authority.
• Highly organized and consistent, with a creative approach to tracking and presenting progress.
• Comfort and eagerness to use AI tools in day-to-day work to enable proactive, data-informed engagement.
• Polished written and verbal communication skills; confident, articulate, and concise.
• Consultative, customer-first approach to retention and growth conversations.
• Strong emotional intelligence and sound judgment in high-stakes situations.
• Bachelor’s degree or equivalent experience.

Nice To Haves

• SaaS customer success experience is strongly preferred.
• Home improvement industry experience is a plus.
• Salesforce experience is a plus.
• Microsoft Office Suite experience is a plus.

Responsibilities

• Own the health, retention, and growth outcomes of an assigned portfolio of strategic accounts, following through until issues are resolved and goals are met.
• Learn each customer’s operations and goals, and translate them into documented account plans with clear measures of success.
• Track and communicate account progress using success plans, scorecards, recap emails, and business reviews.
• Build relationships with owners, executives, and decision-makers; lead executive business reviews and strategic conversations tied to customer business results.
• Communicate customer needs, risks, and priorities to Product, Support, Professional Services, Sales, and leadership, including business context, impact, and recommended actions; follow through to resolution.
• Lead retention and renewal conversations using a customer-first, problem-solving approach, and identify appropriate opportunities to expand users, locations, products, and features.
• Monitor usage, health signals, and feedback to identify trends and risks, including product gaps, service issues, and competitive pressure; escalate with recommendations.
• Use AI tools to analyze account health, usage, and feedback trends, prepare for business reviews, and automate routine work to support proactive customer engagement.
• Develop expertise in Leap CRM and SalesPro and guide customers toward workflows and features that advance their businesses.
• Maintain account plans, activity, risks, and opportunities in Salesforce.
• Ensure customer issues are acknowledged within one business day and coordinated through to resolution.
• Travel up to 25% for trade shows and onsite customer meetings.
• Perform other duties as assigned.

Benefits

• Affordable, comprehensive health and wellness coverage beginning the first of the month following hire.
• 401(k) company match.
• Flexible Time Off policy.
• 10 paid sick days.
• 8 paid company holidays.
• Employee Assistance Program (EAP) supporting mental health, financial well-being, and everyday challenges.
• Discounts through LifeMart via ADP.
• MoveSpring wellness app with step challenges, workout content, meditation tools, and wellness blogs.
• Team-building activities, events, company traditions, and an Annual Summit.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior