Strategic Customer Success Manager - Growth & Retention

Leap; United States; À distance; USD 80 000 - 90 000; Plein temps

Avantages offerts par ce poste

Health & Wellness

401(k) match

Flexible time off

Paid sick days

Company holidays

EAP

LifeMart discounts

Wellness app

Team events

Annual Summit

Résumé du poste

Leap is seeking a Senior Customer Success Manager to own the outcomes of a portfolio of large, strategic customers across locations. You will act as a trusted advisor to owners and executives, driving retention and growth while coordinating cross-functional teams to deliver measurable results.

You will use AI to inform outreach, develop account plans, and run executive business reviews. Travel up to 25% for client meetings. Compensation ranges from $80,000 to $90,000 USD with robust benefits.

Qualifications

• 3+ years in customer success, account management, or another customer-facing role.
• Proven track record of owning outcomes (retention, renewals, growth) for a book of business.
• Comfortable with executive-level contacts; experience leading business reviews with owners/senior leaders.
• Strong business acumen and curiosity about customers’ businesses.
• Confident cross-functional communicator who can advocate for customer needs with data and context.
• Highly organized and consistent with a creative approach to tracking progress.
• Eager to use AI tools in day-to-day work for proactive engagement.
• Polished written and verbal communication; customer-first approach to retention and growth.
• Bachelor’s degree or equivalent experience.
• SaaS customer success experience preferred.
• Home improvement industry experience a plus.
• Salesforce experience a plus.
• Microsoft Office Suite experience a plus.

Responsabilités

• Own outcomes for an assigned portfolio of strategic accounts; ensure health, retention, and growth.
• Translate customer goals into documented account plans with measurable success.
• Track progress and communicate updates via scorecards, emails, and business reviews.
• Engage executives; lead business reviews tying Leap’s value to business results.
• Be the customer’s voice cross-functionally; convey needs to Product, Support, and Sales.
• Protect and grow revenue through retention and expansion opportunities.
• Identify trends and risks from usage and feedback; raise recommendations.
• Use AI tools to analyze account health and prepare for reviews.
• Drive adoption of Leap CRM and SalesPro to guide customers toward key workflows.
• Keep account records current in Salesforce.

Connaissances

Customer success

Account management

Executive communication

Cross-functional collaboration

Data-driven decisions

AI tools usage

Revenue retention

Formation

Bachelor’s degree or equivalent experience

Outils

Salesforce

Microsoft Office Suite

Description du poste

Leap is seeking a Senior Customer Success Manager to own the outcomes of a portfolio of large, strategic customers across locations. You will act as a trusted advisor to owners and executives, driving retention and growth while coordinating cross-functional teams to deliver measurable results.

You will use AI to inform outreach, develop account plans, and run executive business reviews. Travel up to 25% for client meetings. Compensation ranges from $80,000 to $90,000 USD with robust benefits.