Senior Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $80k - $90k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Leap

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2016

🏗️ Construction

📦 Logistics

💼 Consulting

Construction • Logistics • Consulting

Leap is a SaaS CRM and in-home sales platform built for roofing, remodeling, and other residential construction contractors. It streamlines estimating, proposals, dynamic contracts, payment processing, subcontractor and customer portals, and field sales workflows while integrating with partners like QuickBooks, GreenSky, EagleView, and Angi. Leap targets B2B customers (roofers, remodelers, windows & doors, HVAC, plumbing and general contractors) to help them win, manage, and scale more jobs.

📋 Description

• Own the health, retention, and growth outcomes of a portfolio of strategic accounts • Learn customer business goals and create documented account plans with measurable success criteria • Track and communicate progress through success plans, scorecards, recap emails, and business reviews • Build relationships with owners, executives, and decision-makers • Lead executive business reviews and strategic customer conversations • Communicate customer needs, risks, and priorities to Product, Support, Professional Services, Sales, and leadership • Lead retention and renewal conversations and identify expansion opportunities • Monitor usage, health signals, feedback, product gaps, service issues, and competitive pressure • Use AI tools to analyze account health, usage, and feedback, prepare for reviews, automate routine work, and identify risks and opportunities • Drive adoption of Leap CRM and SalesPro workflows and features • Maintain account plans, activity, risks, and opportunities in Salesforce • Ensure customer issues are acknowledged within one business day and coordinated through resolution • Travel up to 25% for trade shows and onsite customer meetings • Perform other duties as assigned

🎯 Requirements

• 3+ years in customer success, account management, or another customer-facing, revenue-responsible role • Proven track record of owning retention, renewals, and growth outcomes for a book of business • Experience with executive-level contacts and leading business reviews or strategic conversations • Strong business acumen and curiosity about customers’ businesses • Cross-functional communication and ability to 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 • Polished written and verbal communication • 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

🏖️ Benefits

• Comprehensive and competitive health and wellness benefits package starting the first of the month following hire date • 401(k) company match • Flexible Time Off (FTO) policy • 10 paid sick days • 8 paid company holidays • Employee Assistance Program (EAP) supporting mental health, financial well-being, and everyday challenges • LifeMart discounts on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more • MoveSpring wellness app with step challenges, workout content, meditation tools, and wellness blogs • Team events, fun challenges, company traditions, and Annual Summit

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