Customer Success Manager

Job Description

Job Description

About Us

At Leap, we're on a mission to transform the home improvement industry - and we want you to be part of that journey. We're proud to be recognized on the Inc. 5000 and Inc. Regionals lists for 5+ consecutive years, reflecting sustained growth driven by innovation, strong execution, and an incredible team. We build technology that helps contractors work smarter, scale faster, and deliver better experiences to their customers.

When you join Leap, you'll work alongside curious minds, bold innovators, and thoughtful risk-takers who care deeply about doing great work - and doing it together. Our culture is transparent, supportive, and grounded in approachable leadership. We actively listen to our employees through semi-annual engagement surveys, maintain a strong eNPS score, and consistently act on feedback to improve what's working and where we can do better. We believe great work happens when people are supported outside of work, which is why we offer comprehensive benefits and wellness resources for you and your family.

Take the Leap today and help shape what's next.

This is a high-volume position that we fill often. By applying, you'll be added to our priority list for upcoming openings. Thank you for your interest in joining Leap - let's stay in touch!

Position Overview

Leap is a hyper-growth company that is leading the shift to digital operations within the home services industry. We are searching for an Customer Success Manager to join our all-star Sales team working with existing customers. This is great opportunity to represent the absolute best product in our industry and in join a fast-paced company with lots of opportunity for advancement.

Responsibilities

Customer Relationship Management:

• Foster strong relationships with multiple POC's within accounts.
• Develop a deep understanding of customer's needs through regular business reviews.
• Ensure customer issues are acknowledged and addressed within one business day
• Travel to trade shows and onsite customer meetings as needed

Customer Success Planning:

• Conduct Annual Account Planning with all accounts to help manage expectations and track customer success metrics.
• Maintain a solid understanding of our customer's journey to spot and address areas of friction to maximize adoption and utilization.

Renewals and Retention:

• Consistently meet revenue retention targets through churn mitigation, account planning, renewals, and account upsells where appropriate.
• Set aggressive goals for annual revenue achievement per customer account.
• Effectively and accurately manage personal pipeline to maximize all business opportunities

Education and Enablement:

• Ability to speak to the value of our platform, key features, and use cases with customers.
• Ability to demo features within the platform that meet customer needs and answer questions about benefits to them as a company.

Cross Functional Collaboration

• Work with Customer Success, Product, and Marketing teams to ensure complete customer satisfaction with product.

Qualifications

• 1-2+ years customer facing experience managing a book of business
• Strong background in hitting revenue retention goals
• B2B SaaS experience
• Strong de-escalation and churn mitigation skills
• Polished communication skills with the ability to clearly convey value - confident, articulate, and concise
• Ability to use a consultative selling approach
• Detail oriented, extremely organized, self-motivated, and driven
• Strong emotional intelligence
• Associate's degree or Bachelor's degree required.

Compensation will be determined based on experience, skills, and qualifications.

Pay Range

$60,000—$67,500 USD

Benefits

We believe in supporting our employees holistically - your health, financial well-being, time to recharge, and overall happiness matter to us. Here's what you can look forward to:

• Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date.
• Invest in Your Future – 401(k) company match to help you build financial security.
• Time to Recharge – We believe time to rest and recharge matters. Leap offers a Flexible Time Off (FTO) policy, 10 paid sick days, and 8 paid company holidays.
• Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges.
• Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!
• MoveSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!
• Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!

Join us and experience a company that truly invests in YOU !

Leap is an Equal Employment Opportunity and Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs.

Leap, LLC collects personal information from job applicants as part of our recruiting and hiring process. This information is collected directly from you and from third parties such as background check providers and professional references. It is shared only with Greenhouse Software Inc. (our recruiting platform) and others as required by law. We do not sell your personal information.

The categories of information we collect, and the purposes for which we use them, include:

• Identifiers (name, email, phone, address) — to contact you and manage your application

• Professional information (resume, work history, skills, references) — to evaluate your qualifications

• Education information (degrees, certifications) — to verify credentials required for the role

• Background check data (criminal history, employment verification) — to complete pre-employment screening as permitted by law

• Voluntary demographic information (EEO data) — for legally required reporting only; not used in hiring decisions