Customer Success Manager

Leap Overview

At Leap, we want YOU to be part of our journey as we transform the home improvement industry! Our complete platform paves the way for a new era in efficiency and professionalism for contractors. As a dynamic and remote employer in the B2B SaaS space, we believe in unleashing your potential no matter where you are. Share our passion for innovation and excellence and allow your creativity to meet craftsmanship. Take the Leap!For the past three years, Leap has been awarded Top Workplace and placed on Inc. 5000’s Fastest Growing Companies list.

Responsibilities

• Build and maintain strong relationships with assigned customers in our emerging (SMB) business sector, serving as their primary point of contact and advocate within the company.
• Understand customers' business goals, challenges, and needs, and work proactively to ensure they derive maximum value from the SaaS platform.
• Monitor customer usage and engagement metrics, identifying opportunities for upselling or expansion of services, and proactively addressing any issues or concerns.
• Collaborate cross-functionally with professional services, product, and support teams to ensure a seamless customer experience and drive product improvements based on customer feedback.
• Conduct regular check-ins and business reviews with customers to assess satisfaction levels, gather feedback, and identify opportunities for improvement.
• Develop and execute Customer Success plans, outlining clear goals, milestones, and action plans to help customers achieve their desired outcomes.
• Act as a trusted advisor to customers, providing strategic guidance and best practices to help them optimize their use of the SaaS platform and achieve their business objectives.
• Stay up-to-date on industry trends, best practices, and competitive landscape, and share insights and knowledge with customers to help them stay ahead of the curve.
• Proactively identify and mitigate churn risks by addressing customer concerns, resolving issues promptly, and ensuring a positive overall customer experience.

Skills & Experience

• 3+ years in a customer-facing or highly communicative role where relationships matter
• B2B and/or SaaS experience
• Polished communication skills
• Detail oriented, organized, self-motivated, and driven
• Intellectually curious, business minded, tech savvy and empathetic

The Perks

• Flexible and Remote Culture

• Health, Dental, and Vision

• Generous Paid Time Off and Floating Holidays

• 401k with matching program

• Parental Leave

• Employee Assistance Program

• Annual Employee Off-site Visit

• LEAP SWAG and MORE!

Leap is an equal opportunity employer and is committed to creating an inclusive environment for all employees. We celebrate diversity and welcome applications from individuals of all backgrounds and experiences.