Senior Customer Success Manager

Senior Customer Success Manager

About Leap:
Leap is building the world's largest network of branded retail stores – powered by data, systems and scale. The Leap Platform enables brands to deploy stores that work in concert with ecommerce more rapidly and at significantly reduced cost and risk. Leap brings modern brands to life with compelling, immersive customer experience and data driven operations. Our team is excited by the opportunity to power the next generation of leading consumer brands with a vibrant presence in local communities throughout the country. We're one of the fastest growing companies in the retail/ecommerce space - since launch we've powered stores for dozens of brands, and we're adding more brands and stores each week. Brands we work with include Set Active, Frankies Bikinis, Malbon Golf, and Grown Brilliance.

Come take this leap with us. Your ideas, thinking, and voice are wanted.

Mission for the position:
Reporting into the Senior Director of Customer Success, the Senior Customer Success Manager enables and drives brand success on the Leap platform.  With focus on driving retail store  performance, brand sentiment (NPS), renewals and expansion, the Senior Customer Success Manager is the face of the Leap platform working with a portfolio of brands.   

The Senior Customer Success Manager is an influential leader both internally and externally, speaking directly to brand customer’s most senior leaders and unlocking internal cross-functional support to drive brand customer success. The Senior CSM will be a strategic and collaborative partner to the brand, ideating ways to drive success for brands on the platform with focus to marketing, merchandising and technology. In addition to working directly with brand customers to drive adoption of Leap standards and best practices, the Customer Success Manager will advocate for brand customer needs. 

The Senior Customer Success Manager will be responsible for both management of the brands that they work with and specific objectives and key results for the function as delegated by the Sr. Director of Customer Success. In some instances the Senior Customer Success Manager will be responsible for mentorship and team leadership with members of the function as well as cross functional partners.

Role Location:
This role is based in New York City.

Responsibilities:
Brand Relationship Management:

• Build deep relationships with brand executives and founders & ensure brand customers achieve business goals and maintain delivery standards.
• Drive brand account growth in partnership with Account Executives via renewal and store footprint expansion in target categories and markets 
• Build a deep understanding of each brand customers’ dynamics, channels, and end-customer behavior.
• Develop and present compelling narratives based on analytics and insights for internal and external stakeholders.
• Confidently present business cases to senior executives driving influence over strategy, and enablement on the Leap platform.

Strategic Leadership:

• Develop compelling narratives based on analytics and insights to drive implementation of strategic action plans.
• Collaborate with multiple internal and external stakeholders to extract information, shape strategy, and deliver retail performance 
• Strategic leadership, working with external stakeholders to influence investments that drive the business

Communication and Advocacy:

• Lead daily, weekly, quarterly internal and external communications across multiple brand customer accounts and projects.
• Lead the development and implementation of management workflows and systems for strong stakeholder relationships.
• Serve as the internal champion and voice of brand customers/end consumers regarding business objectives and KPIs.

Customer Success Leadership: 

• Provide strategic guidance and coaching to peers driving brand NPS, brand performance, and renewals/expansion.
• Own initiatives and projects to deliver functional OKRs that elevate the business as delegated.
• Provide strategic insights and ideas to enhance the Leap platform and overall Brand Experience.

Customer Support and Project Management:

• Manage day-to-day brand customer support, project management & communication internally and externally.
• Lead brand customer onboarding, ongoing communication, platform tools training, insights reporting, and account engagement/optimization.
• Proactively manage deliverable workflows to maximize store performance and account value.
• Partner closely with merchandising, retail field leadership, platform operations, and growth teams to deliver results

Qualifications:

• 5+ years exp