Senior Customer Success Manager

Leap

. Own the health, retention, and growth outcomes of a portfolio of strategic accounts .

Posted 11/4/2026full-timeRemote • United StatesSenior💰 $80,000 - $90,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on retention, renewals, and growth outcomes through strategic account planning and relationship building. Proficient in utilizing AI tools and Salesforce to analyze account health and drive customer engagement.

Highest-signal resume keywords

Customer Success ManagementRetention And Renewal StrategiesExecutive-Level CommunicationSalesforce ProficiencyAI Tools Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Account ManagementBusiness ReviewsStrategic PlanningData AnalysisCustomer Relationship Management

Soft Skills

Cross-Functional CommunicationEmotional IntelligenceOrganizational SkillsCreative Problem SolvingConsultative Approach

Tools & Technologies

SalesforceLeap CRMSalesProMicrosoft Office SuiteAI Tools

Industry Keywords

SaaSHome Improvement IndustryCustomer-Facing RoleRevenue-Responsible RoleBusiness Acumen

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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