Senior Customer Success Manager

Role Overview

Leap is seeking a Senior Customer Success Manager to own the outcomes of a portfolio of strategic customers, including multi-location and multi-brand organizations. The role requires a strong business acumen, ability to understand customer goals, and a consultative approach to retention and growth conversations.

What You Will Do

The Senior Customer Success Manager will be responsible for owning outcomes, tracking progress, communicating with customers and Leap leadership, and driving adoption of Leap’s CRM and SalesPro. The role also involves using AI tools to analyze account health and identify trends and risks.

Why It Might Be a Fit

The ideal candidate will have a proven track record of owning outcomes, strong business acumen, and experience leading business reviews or strategic conversations with owners and senior leaders. The role requires a consultative, customer-first approach to retention and growth conversations.

Requirements

• 3+ years in customer success, account management, or another customer-facing, revenue-responsible role
• Proven track record of owning outcomes (retention, renewals, and growth) for a book of business
• Comfortable and credible with executive-level contacts
• Strong business acumen and genuine curiosity about how customers’ businesses run and grow
• Confident cross-functional communicator who can advocate for customer needs with clarity, data, and context
• 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: confident, articulate, and concise
• Consultative, customer-first approach to retention and growth conversations
• Strong emotional intelligence and sound judgment in high-stakes situations

Benefits

• Affordable Health & Wellness Coverage
• 401(k) company match
• Flexible Time Off (FTO) policy
• Comprehensive Employee Assistance Program (EAP)
• Exclusive Discounts with LifeMart (via ADP)
• MoveSpring Wellness App
• Culture & Team-Building Activities