About Us
At Leap, we want YOU to be part of our journey as we transform the home improvement industry! We’ve been recognized as a Top Workplace and placed on Inc. 5000’s Fastest Growing Companies for 3+ consecutive years. Our complete platform paves the way for a new era in efficiency and professionalism for contractors. Share our passion for innovation and excellence and allow your creativity to meet craftsmanship. Take the Leap today!
Position Overview
We are seeking enthusiastic and detail-oriented Customer Success Manager, Team Lead! This role is designed to be a player/coach position to lead, mentor, and inspire a team of Customer Success Managers to ensure exceptional customer experience, drive Net Revenue Retention, and foster customer loyalty. You will play a pivotal role in shaping retention strategies, optimizing team processes, and ensuring alignment on company goals. The ideal candidate will have a proven track record in Customer Success Management, Retention KIP’s, and relationship building, The CSM Team Lead will work directly with the Director of Customer Success on strategy while also being hands on in customer escalations for the team they manage.
Key Responsibilities
- Team Leadership and Development: Lead, coach, and manage a team of CSM’s, conduct regular 1:1’s, performance reviews, and constructive feedback to enhance team performance and foster a culture of accountability and continuous learning.
- Customer Success Strategy: Develop and execute strategies alongside the Director of CS to improve customer satisfaction, adoption, and retention. Review engagements within our internal systems to identify customer trends to guide strategy decisions.
- Tech-Touch Development: Optimize engagement targets within the SMB segment to streamline outreach, touchpoints, and success planning.
- Cross-functional Collaboration: Work directly with management of other CS functions (support and professional services) to find areas for improvement in company journey. Collaborate with Sales, Marketing, and Product on company initiatives and to ensure the customer voice is being is considered in decision-making.
- Operation Management: Monitor and analyze team KPI’s and metrics to ensure CSMs meet or exceed targets. Implement scalable processes and tools to enhance team efficiency. Manage escalations and provide hands on support for complex customer scenarios.
- Customer Advocacy: Support the building and maintenance of relationships with key stakeholders to ensure alignment on customer and company needs.
Required Competencies and Qualifications
- Bachelor’s degree in Business, Management, or related field.
- 3+ years of experience in Customer Success or Account Management
- 2+ years in a leadership role with a proven ability to lead, coach, and inspire a high performing team.
- Strong understanding of SaaS metrics, customer retention strategies, and NRR optimization
- Excellent communication, interpersonal, and problem-solving skills.
- A customer centric mindset with a passion for driving results and fostering relationships.
Preferred Qualifications
- Experience with the Home Improvement Industry
- Previous work with tech-touch strategy creation and management
- Proficiency in systems such as Salesforce, Gong, Jira, and TalkDesk
What it’s like to work at Leap
When you join Leap, you’ll collaborate with curious minds, bold innovators and smart risk-takers. As a member of our team, you’ll be valued, supported, and included. With a transparent culture and approachable leadership, we offer career opportunities that match your ambitions and talents. To help maintain your work-life balance, we offer a range of resources for you and your family, including comprehensive benefits and wellness plans.
Benefits
- Medical, dental and vision benefits – affordable health care plans and company HSA contributions, starting the first of the month following 30 days of employment
- 401(k) company match
- Competitive time off package with 20 vacation days, 10 wellness days, 8 company holidays, 2 floating holidays, and 2 volunteer days
- Comprehensive Employee Assistance Program
- LifeMart discounts through ADP that include services such as groceries, restaurants, entertainment, pet insurance, auto, cell phone, child care and so much more
- Access to the MoveSpring app – an activity platform to enhance physical & mental health: includes company step challenges, exercise content, meditation tools, wellness-focused blogs
- Culture and team-building activities
Leap is an Equal Employment Opportunity and Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs.
