Customer Success Manager

Leap is a company dedicated to transforming the home improvement industry through innovative technology solutions. They are seeking a Customer Success Manager to foster relationships with existing customers, ensure customer satisfaction, and drive revenue retention through effective account management.

Responsibilities:

• Foster strong relationships with multiple POC’s within accounts
• Develop a deep understanding of customer’s needs through regular business reviews
• Ensure customer issues are acknowledged and addressed within one business day
• Travel to trade shows and onsite customer meetings as needed
• Conduct Annual Account Planning with all accounts to help manage expectations and track customer success metrics
• Maintain a solid understanding of our customer’s journey to spot and address areas of friction to maximize adoption and utilization
• Consistently meet revenue retention targets through churn mitigation, account planning, renewals, and account upsells where appropriate
• Set aggressive goals for annual revenue achievement per customer account
• Effectively and accurately manage personal pipeline to maximize all business opportunities
• Ability to speak to the value of our platform, key features, and use cases with customers
• Ability to demo features within the platform that meet customer needs and answer questions about benefits to them as a company
• Work with Customer Success, Product, and Marketing teams to ensure complete customer satisfaction with product

Requirements:

• 1+ years customer facing experience managing a book of business
• Strong background in hitting revenue retention goals
• B2B SaaS experience
• Strong de-escalation and churn mitigation skills
• Polished communication skills with the ability to clearly convey value - confident, articulate, and concise
• Ability to use a consultative selling approach
• Detail oriented, extremely organized, self-motivated, and driven
• Strong emotional intelligence
• Associate or Bachelor's degree in a relevant field or equivalent work experience