Customer Success Manager (Mid-Market)

Leap Tools Inc.; Toronto; Remote; CAD 65,000 - 85,000; Full time

Benefits offered by this job

Remote-first culture

Work-from-home stipend

Birthday off

Parental leave

Global work flexibility

Job summary

Leap Tools Inc. is seeking a proactive Customer Success Manager to oversee the lifecycle of our mid-size strategic customers.

You will build trusted partnerships, understand goals, drive adoption of the Roomvo platform, and ensure health, retention, and expansion metrics stay strong. You will collaborate with Product, Sales and Leadership, mentor the wider Customer Success team, and maintain precise records in our CRM.

Qualifications

• 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 learn and prioritize technically complex processes and tasks.
• You are professional and comfortable engaging C-suite executives.
• You can manage tight deadlines and have strong written/verbal communication.
• Experience in SaaS is a plus.
• Bonus asset: Fluency in French.

Responsibilities

• 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 to understand their needs and help achieve goals.
• Engage as a mentor across the wider Customer Success team.
• Serve as a key voice of our customers to Product, Sales and Leadership, and partner with internal teams.
• Maintain impeccable records in our Customer Success software.
• actively engage with customers to assess priorities and identify opportunities to promote the Roomvo Platform.

Skills

Customer Success

Account Management

C-suite engagement

Clear communication

Google Workspace

Salesforce

SaaS experience

French (bonus)

Tools

Google Workspace

Salesforce

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 Our Product

Our technology lets you preview products in your own room before you buy them. Imagine you want to redesign your home and have been searching for new tiles for your kitchen, or a new rug for your living room. You definitely want to make sure it will look good in your space. We enable you to do that through our proprietary cutting-edge technology, presented in an extraordinarily simple and accessible way. Try our rug demo now! Simply upload a picture of your room using your mobile phone, and slide the rug under your coffee table: https://www.roomvo.com/rugdemo4r

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!

About Our Hiring Process

AI in Recruitment - At Leap Tools, we leverage AI technology to enhance our recruitment process. These tools assist with tasks such as resume screening, sourcing prospective candidates, and to support administrative tasks for enhanced operational efficiency. Founders and senior leadership are directly involved in our recruitment process, and AI is never used to make the final hiring decision. We are committed to the responsible use of AI in our hiring practices.

Salary

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

Equal Opportunity Employer

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]

Demo

Our demo, in case you missed it: https://www.roomvo.com/rugdemo4r