Customer Success Manager (Mid-Market)

Leap Tools Inc.; Canada; Hybrid; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Work-from-home stipend

Birthday off

Job summary

Leap Tools Inc. is seeking a Customer Success/Account Manager to manage the lifecycle of mid-size strategic customers and drive health, retention, and expansion. You will become a trusted partner, understand customer needs, and help them achieve goals while mentoring peers.

The role requires 1+ year of CS/AM experience, proficiency with Google Workspace and Salesforce, and strong communication skills. Remote-first work with global reach and a salary range of CA$65,000–CA$85,000 plus a quarterly

Qualifications

• 1 year of experience in a Customer Success or Account Management role.
• Experience with Enterprise customers and managing a book of business.
• Ability to learn and prioritize technically complex processes and tasks.
• Professional and comfortable engaging with C-suite executives.
• Able to manage tight deadlines and maintain schedule control.
• Comfortable in Google Workspace and Salesforce.
• Strong written and verbal communication skills.
• SaaS experience is a plus.
• French language fluency is a bonus asset.

Responsibilities

• Manage the customer life cycle for mid-size strategic customers.
• Be responsible for key metrics such as Customer Health, Retention, and Expansion.
• Become a trusted partner to customers to understand their needs and achieve goals.
• Engage as a mentor across the wider Customer Success team.
• Serve as a voice of customers to Product, Sales, and Leadership and collaborate internally to drive great customer experiences.
• Maintain impeccable records in the CS software.
• Actively engage with customers to assess priorities and identify opportunities to maximize Roomvo Platform value.
• Document requests and issues to identify areas for improvement.

Skills

C-suite communication

Enterprise account management

Time management

Google Workspace proficiency

Salesforce proficiency

Clear communication

French language (bonus)

Tools

Salesforce

Google Workspace

Job description

About us

At Leap Tools, we are building the world's most advanced solutions for the interior décor industry. With customers in 80+ countries, our clientele includes Fortune 500 companies such as Home Depot, local retailers such as Alexanian's, and everything in between. We have been recognized as one of the fastest-growing tech companies by Deloitte for multiple years in a row, and we are looking for ambitious challenge-seekers to fuel our momentum and help us create an iconic global tech company.

About you

You take pride in exceeding expectations. You uncover needs by listening closely and asking perceptive questions. You also love technology. Your peers are impressed by your technical knowledge and know-how, which allows you to become their trusted advisor. You are not afraid to convince someone to change their mind and you recognize when you need to change yours. You are excited to take on new challenges and be part of something small that is growing into something big. Second language fluency is an asset.

What You'll Do

• Manage the customer life cycle for our mid-size strategic customers
• Be responsible for key metrics such as Customer Health, Retention, and Expansion
• Become a trusted partner to your customers so you can better understand their needs and help them achieve their goals
• Engage as a mentor across the wider Customer Success team
• Serve as a key voice of our customers to our internal teams - including Product, Sales, and Leadership - and partner with other internal teams to drive best-in-class customer experiences
• Maintain impeccable records in our Customer Success software
• Actively and routinely engage with your customers to assess their priorities, identifying opportunities to further promote the Roomvo Platform and ensuring full potential of service is realized
• Be a customer advocate within our organization, documenting requests and issues as well as identifying areas we can improve for our customers

Requirements

• You have at least 1 year of experience in a Customer Success or Account Management role
• You have direct experience working with Enterprise customers and managing a book of business
• You can quickly learn and prioritize technically complex processes and tasks
• You are professional and comfortable engaging C-suite executives
• You can manage tight deadlines (but you can control much of your own schedule)
• You are comfortable in the Google Workspace (including using spreadsheets and Google Docs), and with Salesforce
• You have clear communication skills, both written and verbal
• Experience in SaaS is a plus
• Bonus asset:Fluency in French

About our culture

• We're a remote-first company that encourages our employees to work from where they're most productive.
• We work in tight-knit teams to cultivate an ownership mentality.
• We cherish curiosity and an obsession for details because we know these details are invaluable over the long run.
• We're hyper-focused on our achievements and our ability to execute our promises. We act with urgency.
• Work anywhere in the world for up to 3 months!
• We value families, by offering a parental leave program
• We offer a work-from-home stipend
• Your birthday (and our company's birthday) is a day off!

Expected salary range, Ontario based: $65,000 - $85,000 + quarterly bonus + other benefits.

Leap Tools is an equal opportunity employer committed to fostering an inclusive, equitable, and accessible environment. Accommodations are available on request for candidates taking part in all aspects of the interview process. If you require any accommodation, please contact us at [e-mail]