Senior Customer Success Manager

Job DescriptionJob DescriptionAbout 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.Job Overview Leap is leading the shift to digital operations within the home services industry. We are searching for a Senior Customer Success Manager to own the outcomes of a portfolio of our largest and most strategic customers, including multi-location and multi-brand organizations. This role is for someone who treats every account like a business they are responsible for: they understand what each customer is trying to accomplish, build a plan to get them there, track progress consistently and visibly, and bring the right people across Leap together to deliver. You will be a trusted advisor to owners and executives, a strong voice for the customer internally, and a key driver of retention and growth on our Customer Success team. ResponsibilitiesOwn outcomes, not just activities. Take full accountability for the health, retention, and growth of an assigned portfolio of strategic accounts, and follow through until issues are resolved and goals are met.Understand each customer's business. Learn how each customer operates and what they are trying to achieve (growth, efficiency, new locations, better visibility into performance), and translate those goals into a documented account plan with clear measures of success.Track and communicate progress, internally and externally. Build creative, consistent ways to show progress, such as success plans, scorecards, recap emails, and business reviews, so customers and Leap leadership always know where each account stands, what has been achieved, and what comes next.Engage executive stakeholders. Build relationships with owners, executives, and decision-makers; lead executive business reviews and strategic conversations with confidence, tying Leap's value directly to their business results.Be the customer's voice cross-functionally. Clearly communicate customer needs, risks, and priorities to Product, Support, Professional Services, Sales, and leadership, bringing business context, impact, and a recommended path forward, and following through until resolved.Protect and grow revenue. Lead retention and renewal conversations with a customer-first, problem-solving approach, and identify expansion opportunities (users, locations, products, and features) that follow naturally from customer progress.Spot trends and risks early. Monitor usage, health signals, and feedback across your book to identify patterns such as product gaps, service issues, and competitive pressure, and escalate them with recommendations.Use AI to get ahead of the customer. Actively use AI tools to analyze account health, usage, and feedback trends, prepare for business reviews, and automate routine work, freeing up time for proactive outreach and identifying risks and opportunities before the customer raises them.Drive adoption. Develop deep expertise across Leap CRM and SalesPro to guide customers toward the workflows and features that move their business forward.Keep account records current. Maintain account plans, activity, risks, and opportunities in Salesforce so the status of every account is clear to anyone at any time.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.Qualifications3+ years in customer success, account management, or another customer-facing, revenue-responsible role.Proven track record of owning outcomes (retention, renewals, and growth) for a book of business.Comfortable and credible with executive-level contacts; experience leading business reviews or strategic conversations with owners and senior leaders.Strong business acumen and genuine curiosity about how customers' businesses run and grow.Confident cross-functional communicator who can advocate for customer needs with clarity, data, and context, and influence without direct authority.Highly organized and consistent, with a creative approach to tracking and presenting progress.Comfortable and eager to use AI tools in day-to-day work, with a mindset of using them to move from reactive support to proactive, data-informed engagement.Polished written and verbal communication: 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.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.Compensation will be determined based on experience, skills, and qualifications. Pay Range $80,000—$90,000 USD BenefitsWe 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 inYOU!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 applicationProfessionalinformation(resume, work history, skills, references) — to evaluate your qualificationsEducationinformation(degrees, certifications) — to verify credentialsrequiredfor the roleBackgroundcheckdata(criminal history, employment verification) — to complete pre-employment screening aspermittedby lawVoluntarydemographicinformation(EEO data) — for legally required reporting only; not used in hiring decisions