Senior Director of Customer Experience

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 4+ 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.

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. Take the Leap today!

Position Overview 

We’re seeking a strategic and inspiring Senior Director of Customer Experience to lead our support, implementation, services, and success teams – delivering a seamless and impactful customer journey. Reporting directly to the Chief Revenue Officer, this leader will define and scale our customer experience strategy, aligning team performance and client outcomes with company goals. The ideal candidate brings deep SaaS expertise, a passion for home services, and a proven ability to build high-impact teams that drive retention, growth, and satisfaction. 

Responsibilities 

• Lead Customer Experience Strategy: Oversee Support, Implementation, Services, and Success to deliver a seamless, value-driven customer journey aligned with company goals.
• Build & Scale Teams: Lead, mentor and scale high-performing, cross-functional teams with a strong culture of collaboration, accountability, and growth.
• Drive Customer Outcomes: Increase adoption, satisfaction, and retention through proactive success programs, streamlined onboarding, and high-quality support.
• Oversee Implementation & Support: Ensure clients achieve fast time-to-value through efficient onboarding and responsive support. Leverage tools like Service Cloud to drive performance and continuous improvement.
• Own Metrics & Reporting: Define and track KPIs like NPS, CSAT, churn, time-to-resolution and adoption rates. Report insights to leadership and drive data-informed decisions.
• Champion the Voice of the Customer: Build feedback loops to influence product, marketing, and go-to-market strategies based on customer insights.
• Collaborate Cross-Functionally: Partner with Sales, Product, and Engineering to align CX strategy with business priorities and customer needs.

Qualifications 

• Customer Experience Leadership: 10+ years in SaaS customer-facing roles with 5+ years leading teams across support, implementation, services, or success—ideally in B2B or vertical SaaS.
• SaaS Expertise: Deep understanding of customer lifecycle metrics (e.g., NPS, churn, ARR, LTV) and how to drive adoption, retention, and expansion through operational excellence.
• Vertical Market Experience: Background in home services, construction, field service, or adjacent verticals preferred.
• Team Building & Culture: Proven track record of building and scaling high-performing, cross-functional teams while fostering a collaborative and accountable culture.
• Tech Stack Proficiency: Hands-on experience with CRM and support platforms like Salesforce, HubSpot, Gong, and implementation methodologies.
• Strategic Communication: Strong communicator and executive presence; able to influence cross-functional stakeholders and represent the customer voice at the leadership table.
• Customer Obsession: Passion for solving customer problems, advocating for user needs, and ensuring every touchpoint drives value and trust.
• Travel: Willingness to travel as needed to meet clients or attend industry events.

Benefits 

We believe in supporting our employees holistically - your health, financial well-being, time to recharge, and overall happiness matter to us. Here’s what you can look forward to: 

• Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date.
• Invest in Your Future – 401(k) company match to help you build financial security.
• Time to Recharge – competitive time-off package including 20 vacation days, 10 sick days, 8 company holidays, 3 floating holidays and 2 volunteer days to give back to causes you care about.
• Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges.
• Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more!
• MoveSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you!
• Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit!

Join us and experience a company that truly invests in YOU!

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.