VP of Customer Success

Job Details

Job Location

Leap LLC - Columbia, MD

Remote Type

Fully Remote

Position Type

Full Time

Job Category

Customer Service

SUMMARY

We are in search for a VP of Customer Success to lead our customer-facing department (onboarding and tier 1 & 2 support) and ensure exceptional customer experience in line with Leaps brand values. This role is a great opportunity for an experienced director or VP to join a fast-paced team with lots of growth opportunity. Leap is a hyper-growth company that is leading the shift to digital operations within the home services industry.

RESPONSIBILITIES

• Provide oversight, strategy and direction for the full Customer Success function: Onboarding, Implementation, and Tier 1/2 Support (40+ Employees)
• Drive to revenue retention targets through efficient and effective product implementation within the customer base

• Develop and manage functional directors and team managers to departmental procedures, policies, and KPIs (2 directors, 5 managers)
• Refine and expand strategy to foster company-wide culture of Customer Success
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Foster cross-department collaboration across customer lifecycle to provide a consistent customer experience
• Encourage continuous learning across the department

• Enhance effectiveness and efficiency through technology: CRM, NPS tracking system, etc.

KNOWLEDGE & SKILL REQUIREMENTS

• 5+ years experience in leading customer-facing SaaS functions
• Ability to manage influence through persuasion, negotiation, and consensus building

• Strong empathy for customers and passion for revenue and growth
• Deep understanding of value drivers in recurring revenue business models
• Analytical and process-oriented mindset

PREFERRED EXPERIENCE

• Salesforce Service Cloud
• iOS Apple Products
• Experience serving the home services industry

Leap is an Equal Opportunity Employer.