Leap Tools Benefits Overview

Leads a mid-market account management team and grows customer relationships, retention, and revenue. Coaches Customer Success Managers, supports escalations, develops customer-growth strategies, documents technical solutions, analyzes data, and represents customer needs to Product, Sales, and Leadership. The role also drives process improvements and delivers strong customer experiences in a remote-first SaaS environment.

Lead a team of Customer Success Managers serving mid-market customers. Responsibilities include improving retention and revenue growth, supporting technical customer issues and escalations, representing customer needs internally, documenting solutions, and partnering across teams to improve customer experiences. Provide coaching, training, and performance guidance while using data and strategic recommendations to drive customer satisfaction and account growth.

Manage the customer lifecycle for mid-market strategic accounts, focusing on customer health, retention, expansion, and adoption. Build trusted executive relationships, identify growth opportunities, advocate for customers internally, maintain accurate customer success records, and collaborate with Product, Sales, and Leadership. The role also includes mentoring Customer Success teammates and managing technically complex customer processes.