Leap LLC

The Customer Retention Specialist will manage inbound churn requests, analyze root causes, and collaborate with cross-functional teams to enhance customer retention. This role is essential for reducing churn and improving revenue retention in a high-growth SaaS environment. | Candidates should have 2-4 years of experience in Customer Success, Renewals, or Retention roles within SaaS. A strong understanding of SaaS contracts, excellent communication skills, and proficiency with CRM tools are also required. | ---------------------------------------- About Us    At Leap, we want YOU to be part of our journey as we transform the home improvement industry! We’ve been recognized as a Top Workplace and placed on Inc. 5000’s Fastest Growing Companies for 4+ consecutive years. Our complete platform paves the way for a new era in efficiency and professionalism for contractors. Share our passion for innovation and excellence and allow your creativity to meet craftsmanship.   When you join Leap, you’ll collaborate with curious minds, bold innovators and smart risk-takers. As a member of our team, you’ll be valued, supported, and included. With a transparent culture and approachable leadership, we offer career opportunities that match your ambitions and talents. To help maintain your work-life balance, we offer a range of resources for you and your family, including comprehensive benefits and wellness plans. Take the Leap today!    Position Overview    This role is critical to reducing churn and improving revenue retention in a high-growth SaaS environment. You will manage inbound churn requests (~100 per month), analyze root causes, enforce contractual agreements, and collaborate with CSMs and cross-functional teams to help customers realize value and renew.  Responsibilities  * Receive and triage inbound churn and downsell requests from customers not under dedicated CSM management. * Diagnose root causes using product usage data (Insights), customer notes in CRM, and customer feedback. * Validate account details, contract terms, and renewal timelines. * Work closely with CSMs, Support, Onboarding, and Sales to resolve blockers and deliver customer retention plans: enablement, feature adoption coaching, product configuration. * Communicate and enforce contractual terms (notice periods, auto-renewals, termination clauses) with professionalism and empathy. * Assign standardized churn reason codes in CRM and document detailed case notes. * Partner with Accounting for exceptions or billing adjustments. * Maintain accurate churn case tracking in CRM and provide weekly reports on churn reasons, save rates, and trends.   Success Metrics  * Save Rate: ≥ 35–50% of eligible churn requests. * Downsell Mitigation: ≥ 30–40%. * Time-to-First-Response: < 4 business hours. * Cycle Time to Resolution: ≤ 7–10 business days. * Data Accuracy: 100% of cases coded and documented.   Qualifications  * 2-4 years in Customer Success, Renewals, or Retention roles within SaaS. * Strong understanding of SaaS contracts and renewal processes. * Excellent communication and negotiation skills. * Proficiency with CRM tools (Salesforce, Gainsight, or similar). * Analytical mindset with ability to interpret usage data and create action plans. * Associate or Bachelor’s degree in a relevant field, or equivalent industry experience.   Core Competencies  * Customer empathy with business acumen. * Process discipline and attention to detail. * Ability to influence cross-functional teams. * Skilled in conflict resolution and objection handling.   Benefits    We believe in supporting our employees holistically - your health, financial well-being, time to recharge, and overall happiness matter to us. Here’s what you can look forward to:    * Affordable Health & Wellness Coverage– comprehensive and competitive benefits package, starting the first of the month following your hire date. * Invest in Your Future– 401(k) company match to help you build financial security. * Time to Recharge – We believe time to rest and recharge matters. Leap offers a Flexible Time Off (FTO) policy, 10 paid sick days, and 8 paid company holidays. * Comprehensive Employee Assistance Program (EAP)– resources to support your mental health, financial well-being, and everyday challenges. * Exclusive Discounts withLifeMart(via ADP)– save on groceries, restaurants, entertainment, pet insurance, cell phones,child care, and more! * MoveSpringWellness App– stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you! * Culture & Team-Building Activities– we love to connect, celebrate, and grow together through team events, fun challenges, and company traditionslike our Annual Summit! Join us and experience a company that truly invests in YOU!    Leap is an Equal Employment Opportunity and Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs.

Lead a team managing multiple concurrent SaaS service delivery projects, ensuring timely, high-quality customer implementations and continuous process improvements. | 5+ years in SaaS program/project management, team leadership, strong communication and stakeholder skills, familiarity with project management tools, and preferably PMP or PMI-ACP certification. | ---------------------------------------- About Us At Leap, we want YOU to be part of our journey as we transform the home improvement industry! We’ve been recognized as a Top Workplace and placed on Inc. 5000’s Fastest Growing Companies for 4+ consecutive years. Our complete platform paves the way for a new era in efficiency and professionalism for contractors. Share our passion for innovation and excellence and allow your creativity to meet craftsmanship. When you join Leap, you’ll collaborate with curious minds, bold innovators and smart risk-takers. As a member of our team, you’ll be valued, supported, and included. With a transparent culture and approachable leadership, we offer career opportunities that match your ambitions and talents. To help maintain your work-life balance, we offer a range of resources for you and your family, including comprehensive benefits and wellness plans. Take the Leap today Position Overview We are seeking a seasoned Sr. Program Manager with deep expertise in service delivery and project management within a SaaS environment. This role is responsible for leading a team of customer-facing implementation & product specialists, ensuring consistent delivery of high-quality services across multiple concurrent projects. The ideal candidate will bring strategic oversight, operational excellence, and a passion for customer success.  Responsibilities Program Oversight  * Develop and own the end-to-end delivery of complex service engagements across multiple customers and verticals. * Create a framework for scoping and tracking concurrent projects across multiple customers and specialists. * Ensure projects are delivered on time, within scope, and aligned with customer expectations and business goals. * Collaborate with cross-functional leaders to ensure there is clarity and inclusion around the organization of our service delivery work. Team Leadership & Management  * Manage a team of implementation and product specialists focused on customer implementations and service delivery. * Hold regular team meetings focusing on performance and trainings. * Foster a culture of accountability, collaboration, and continuous improvement.  Process & Performance Optimization  * Develop and refine delivery methodologies, tools, and best practices to drive efficiency and scalability within service delivery. * Monitor KPIs and delivery metrics to assess performance and identify areas for improvement. Stakeholder Engagement  * Act as a strategic partner to internal teams (Sales, Customer Success, Onboarding, Product, Support) and external stakeholders. * Engage with customers as needed to ensure a positive experience and outcome during the service delivery. * Provide senior-level reporting and insights on overall program health, specific project risks, and service delivery performance. Risk & Issue Management  * Proactively identify delivery risks and implement mitigation strategies. * Serve as an escalation point for critical project issues. Qualifications * 5+ years of experience in program or project management within a SaaS or technology services company. * Proven track record of leading service delivery teams and managing multiple concurrent customer-facing projects. * Strong understanding of SaaS delivery models, customer onboarding, and implementation lifecycle. * Experience with project management tools (e.g., Smartsheet, Asana, Jira, Monday.com). * Excellent communication, leadership, and stakeholder management skills. * PMP, PMI-ACP, or similar certification preferred. * Bachelor's degree in Business, Technology, or related field (Master’s preferred). Required Soft Skills  * Leadership & Influence – Ability to inspire and guide teams, drive alignment, and influence cross-functional stakeholders. * Emotional Intelligence – Strong self-awareness, empathy, and interpersonal skills to navigate complex team dynamics and customer relationships. * Problem Solving & Critical Thinking – Skilled at identifying root causes, evaluating options, and implementing effective solutions under pressure. * Communication Excellence – Clear, concise, and confident communicator across all levels of the organization and with external clients. * Adaptability & Resilience – Comfortable with ambiguity and change; able to pivot strategies and maintain composure in fast-paced environments. * Collaboration & Teamwork – Works effectively across departments and geographies, fostering trust and cooperation. * Customer-Centric Mindset – Deep commitment to understanding customer needs and delivering value through every interaction.   Benefits   We believe in supporting our employees holistically - your health, financial well-being, time to recharge, and overall happiness matter to us. Here’s what you can look forward to:    * Affordable Health & Wellness Coverage – comprehensive and competitive benefits package, starting the first of the month following your hire date. * Invest in Your Future – 401(k) company match to help you build financial security. * Time to Recharge – competitive time-off package including 20 vacation days, 10 sick days, 8 company holidays, 3 floating holidays and 2 volunteer days to give back to causes you care about. * Comprehensive Employee Assistance Program (EAP) – resources to support your mental health, financial well-being, and everyday challenges. * Exclusive Discounts with LifeMart (via ADP) – save on groceries, restaurants, entertainment, pet insurance, cell phones, child care, and more! * MoveSpring Wellness App – stay active and engaged with company step challenges, workout content, meditation tools, and wellness blogs for a healthier you! * Culture & Team-Building Activities – we love to connect, celebrate, and grow together through team events, fun challenges, and company traditions like our Annual Summit! Join us and experience a company that truly invests in YOU!    Leap is an Equal Employment Opportunity and Affirmative Action Employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment decisions are made based on qualifications, merit, and business needs.