Senior Implementation Strategist

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’re searching for a Senior Implementation Strategist to bridge our onboarding, implementation, and product teams, ensuring contractors achieve maximum value from Leap’s platform. You’ll be a senior leader with deep product expertise, working hands-on with customers to overcome adoption challenges, reduce churn, and drive success. If you’re passionate about customer advocacy, training teams, and shaping product evolution, this role is for you.

What You’ll Do 

• Drive Customer Success: Partner directly with contractors struggling to adopt Leap’s platform, providing hands-on configuration and tailored solutions to ensure seamless implementation. 
• Mitigate Churn: Identify at-risk customers, address barriers to adoption, and develop strategies to retain them by demonstrating Leap’s value. 
• Train & Empower Teams: Design and deliver training programs for onboarding representatives, equipping them with product knowledge and best practices to support contractors. 
• Advocate for Customers: Capture customer feedback on complaints, feature requests, and usability, translating insights into user stories and epics for the product team. 
• Collaborate Cross-Functionally: Work with onboarding, implementation, and product teams to streamline processes, improve customer handoffs, and prioritize product enhancements. 
• Serve as Product Expert: Act as an internal subject matter expert, providing insights on Leap’s capabilities to sales, marketing, and support teams. 
• Enhance Implementation Strategy: Refine onboarding and implementation approaches based on real-world customer needs and feedback. 
• Event Participation: Represent Leap at industry events, trade shows, and webinars to showcase the platform’s impact on home improvement contractors.

Responsibilities

• 8+ years of experience in customer success, implementation, product management, or a similar role within a SaaS environment. 
• Proven track record of resolving complex implementation challenges and preventing churn in a customer-facing role. 
• Deep product expertise, with the ability to configure accounts and explain technical concepts to non-technical audiences, such as contractors. 
• Exceptional communication skills, including experience writing user stories, epics, or product requirements. 
• Strong leadership and training skills, with a knack for mentoring teams and driving process improvements. 
• Experience with CRM tools (e.g., Salesforce), product management platforms (e.g., Jira), and customer success software (e.g., Gainsight). 
• Knowledge of the Roofing, Windows, or Home Remodeling industries is a plus. 
• Ability to work collaboratively in a fast-paced environment and manage multiple priorities effectively.

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 3 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.