Senior Customer Success Manager

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.

Responsibilities

• Own 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.

Qualifications

• 3+ 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.