Senior Customer Success Manager

Job overview

The Senior Customer Success Manager role is onsite in Baltimore, MD, with compensation of $80,000–$90,000 per year. Leap builds technology to help home services contractors work smarter, scale faster, and improve customer experiences. This role owns the health, retention, and growth of a portfolio of strategic accounts. By translating customer goals into account plans, coordinating internal teams, and guiding adoption of Leap CRM and SalesPro, the manager helps customers achieve business outcomes and supports the Customer Success team’s retention and growth goals.

What you'll do

• Own strategic account health, retention, and growth
• document customer goals and success measures in account plans
• track progress through scorecards, recap emails, and business reviews
• build executive relationships and lead strategic conversations
• communicate customer needs and risks across Product, Support, Professional Services, Sales, and leadership
• lead renewal and retention discussions and identify expansion opportunities
• use AI tools to analyze account health and feedback
• guide adoption of Leap CRM and SalesPro
• maintain Salesforce records
• coordinate customer issues through resolution
• travel up to 25% for trade shows and onsite customer meetings.

What we're looking for

Skills & competencies

senior customer success manager

baltimore md

leap

strategic accounts

customer retention

account growth

executive business reviews

salesforce

leap crm

salespro

ai tools

travel up to 25%

Work arrangement

• Weekend coverage required

Benefits & perks

• Health and wellness coverage, 401(k) company match, flexible time off, 10 paid sick days, 8 paid company holidays, Employee Assistance Program, LifeMart discounts, MoveSpring wellness app, and team-building activities.

Why this role

Strategic portfolio ownership; proactive use of AI tools; travel up to 25%.

About the employer

Leap is hiring for this role. Industry: Marketing Consulting Services. Sector: 54.