Senior Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take responsibility for the health, retention, and growth results of a portfolio of key accounts

• Understand customer business objectives and develop documented account plans with measurable success indicators

• Monitor and communicate progress using success plans, scorecards, recap emails, and business reviews

• Cultivate relationships with owners, executives, and decision-makers

• Facilitate executive business reviews and strategic discussions with customers

• Convey customer needs, risks, and priorities to Product, Support, Professional Services, Sales, and leadership teams

• Lead discussions on retention and renewal while identifying opportunities for expansion

• Observe usage patterns, health signals, feedback, product deficiencies, service challenges, and competitive influences

• Utilize AI tools to assess account health, usage, and feedback, prepare for reviews, automate routine tasks, and spot risks and opportunities

• Promote the adoption of Leap CRM and SalesPro workflows and features

• Keep account plans, activities, risks, and opportunities updated in Salesforce

• Ensure customer issues are acknowledged within one business day and managed through to resolution

• Travel up to 25% for trade shows and in-person customer meetings

• Perform additional duties as assigned

⛳️ Requirements

• 3+ years of experience in customer success, account management, or another customer-facing role with revenue responsibilities

• Demonstrated success in managing retention, renewals, and growth outcomes for a portfolio of business

• Experience engaging with executive-level contacts and leading business reviews or strategic discussions

• Strong business acumen and an inquisitive nature about customers’ operations

• Ability to communicate across functions and influence without direct authority

• Highly organized, consistent, and creative in tracking and presenting progress

• Comfortable and enthusiastic about using AI tools in daily activities

• Excellent written and verbal communication skills

• Consultative, customer-centric approach to conversations about retention and growth

• Strong emotional intelligence and sound judgment in high-pressure situations

• Bachelor’s degree or equivalent experience

• Preferred experience in SaaS customer success

• Home improvement industry experience is a plus

• Familiarity with Salesforce is advantageous

• Proficiency in Microsoft Office Suite is a plus

🏝️ Benefits

• Comprehensive and competitive health and wellness benefits package commencing the first of the month after the hire date

• 401(k) company match

• Flexible Time Off (FTO) policy

• 10 paid sick days

• 8 paid company holidays

• Employee Assistance Program (EAP) supporting mental health, financial well-being, and everyday challenges

• LifeMart discounts on groceries, restaurants, entertainment, pet insurance, cell phones, childcare, and more

• MoveSpring wellness app with step challenges, workout content, meditation tools, and wellness blogs

• Team events, fun challenges, company traditions, and an Annual Summit