Senior Customer Success Manager

At Leap, we’re on a mission to transform the home improvement industry - and we want you to be part of that journey. We’re proud to be recognized on the Inc. 5000 and Inc. Regionals lists for 5+ consecutive years, reflecting sustained growth driven by innovation, strong execution, and an incredible team. We build technology that helps contractors work smarter, scale faster, and deliver better experiences to their customers.

When you join Leap, you’ll work alongside curious minds, bold innovators, and thoughtful risk-takers who care deeply about doing great work - and doing it together. Our culture is transparent, supportive, and grounded in approachable leadership. We actively listen to our employees through semi-annual engagement surveys, maintain a strong eNPS score, and consistently act on feedback to improve what’s working and where we can do better.

We believe great work happens when people are supported outside of work, which is why we offer comprehensive benefits and wellness resources for you and your family.

Take the Leap today and help shape what’s next.

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.

• 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 elevate 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…