Senior Customer Success Lead — Retention & Growth

Leap; Oregon; Hybrid; USD 80,000 - 90,000; Full time

Benefits offered by this job

Benefits package

401(k) match

Flexible time off

Paid sick days

Company holidays

Wellness resources

Annual Summit

Employee discounts

Job summary

Leap is leading the shift to digital operations in home services. We seek a Senior Customer Success Manager to own outcomes for our largest customers, including multi-location and multi-brand organizations.

You will be a trusted advisor to owners and executives, driving retention and growth while collaborating across product, support, and sales to deliver measurable results. Travel up to 25% for events and onsite meetings may be required.

Qualifications

• 3+ years in customer success, account management, or similar role.
• Proven track record of owning outcomes (retention, renewals, growth).
• Experience leading business reviews with owners and senior leaders.
• Strong business acumen and curiosity about customer growth.

Responsibilities

• Own outcomes for a portfolio of strategic accounts and drive retention and growth.
• Translate customer goals into documented plans with measurable success.
• Track progress with plans, scorecards, and business reviews for transparency.
• Engage executives and lead reviews, tying Leap value to business results.
• Communicate customer needs and risks to Product, Support, and Sales; drive resolution.
• Lead retention and renewal conversations with a customer-first approach and identify expansions.
• Spot trends and risks from usage and feedback; elevate with recommendations.
• Use AI tools to analyze health, usage, and feedback for proactive engagement.
• Drive adoption of Leap CRM and SalesPro to optimize workflows.

Skills

Customer success

Account management

Executive communication

Retention & renewals

Growth planning

Cross-functional collaboration

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce

SalesPro

Microsoft Office

Job description

Leap is leading the shift to digital operations in home services. We seek a Senior Customer Success Manager to own outcomes for our largest customers, including multi-location and multi-brand organizations.

You will be a trusted advisor to owners and executives, driving retention and growth while collaborating across product, support, and sales to deliver measurable results. Travel up to 25% for events and onsite meetings may be required.