indeed
Manager, Customer Success Team (Mid-Market)
Leap Tools Inc.
Toronto, CAN
Full Time
Manager
4 days ago
Customer SuccessAccount ManagementTeam LeadershipCommunicationProblem SolvingData Analysis
Free
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Customer SuccessAccount ManagementTeam Leadership
About the Role
Leap Tools is hiring a Manager for the Customer Success Team (Mid-Market) to lead a team of Customer Success Managers, drive customer retention and growth, and serve as the voice of customers internally.
Key Skills for This Role
Customer SuccessAccount ManagementTeam LeadershipCommunicationProblem SolvingData Analysis
Responsibilities
- Grow a book of customers by leading a team of Customer Success Managers
- Use technical understanding to best support your team managing our customers
- Leverage exceptional success and account manager experience
- Maintain a high customer retention rate
- Develop strategies to increase revenue retention and drive growth within our customer base
- Serve as the voice of our customers to internal teams including Product, Sales, and Leadership
- Create and document knowledge in a central repository of technical solutions to customer problems
- Partner with internal teams to drive best in class customer experiences and WOW moments
- Provide coaching, training, and guidance to ensure CSMs meet or exceed performance goals
- Support CSMs and customers on escalations and challenging situations
Requirements
- 5+ years of experience in customer success, account management, or a similar role, ideally within a SaaS environment
- Strong leadership and team management skills
- Proven track record of driving customer satisfaction, retention, and revenue growth
- Excellent communication (written and verbal), problem solving, and relationship building skills
- Ability to analyze data and make strategic recommendations
- Comfortable working in Google Workspace (Google Sheets and Google Docs) and with Salesforce
- Fluency in a second language
Full Job Posting
About us
- Leap Tools is building the world's most advanced solutions for the interior décor industry.
- Customers in 80+ countries include Fortune 500 companies such as Home Depot and local retailers.
- Recognized as one of the fastest growing tech companies by Deloitte for multiple years.
About our product
- Our technology lets you preview products in your own room before you buy them.
- Enables users to upload a picture of their room and see how products like rugs or tiles look in their space.
What You'll Do
- Grow a book of customers by leading a team of Customer Success Managers.
- Use your technical understanding to best support your team managing our customers.
- Leverage your exceptional success and account manager experience.
- Maintain a high customer retention rate.
- Develop strategies to increase revenue retention and drive growth within our customer base.
- Serve as the voice of our customers to our internal teams including Product, Sales, and Leadership.
- Create and document knowledge in a central repository of technical solutions to customer problems.
- Partner with internal teams to drive best in class customer experiences and WOW moments.
- Provide coaching, training, and guidance to ensure CSMs meet or exceed their performance goals.
- Support CSMs and customers on escalations and challenging situations.
Requirements
- 5+ years of experience in customer success, account management, or a similar role, ideally within a SaaS environment.
- Strong leadership and team management skills.
- Proven track record of driving customer satisfaction, retention, and revenue growth.
- Excellent communication (written and verbal), problem solving, and relationship building skills.
- Ability to analyze data and make strategic recommendations.
- Comfortable working in Google Workspace (Google Sheets and Google Docs) and with Salesforce.
- Bonus asset: Fluency in a second language.
About our culture
- Remote first company that encourages employees to work from where they're most productive.
- Tight knit teams to cultivate an ownership mentality.
- Curiosity and obsession for details.
- Hyper focused on achievements and ability to execute promises.
- Work anywhere in the world for up to 3 months.
- Parental leave program.
- Work from home stipend.
- Birthday and company birthday off.
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