Director, Customer Success

Leap Tools Inc.; Canada; Remote; CAD 80,000 - 100,000; Full time

Job summary

An innovative firm is seeking a dynamic leader to manage a customer success team in the tech industry. This role involves mentoring team members, optimizing customer success processes, and ensuring exceptional client interactions. Join a remote-first company that values work-life balance and offers generous time off. You will have the opportunity to work with key accounts and drive strategic initiatives that align customer outcomes with company goals. If you are passionate about customer success and thrive in a fast-paced environment, this is the perfect opportunity for you!

Benefits

Generous time off

Work-from-home stipend

Parental leave program

Birthday off

Work anywhere for up to 3 months

Qualifications

• Experience in leading customer success teams in a B2B tech environment.
• Strong ability to manage complex client relationships and influence stakeholders.

Responsibilities

• Lead and manage a high-performing customer success team.
• Monitor KPIs and ensure exceptional customer experiences.
• Collaborate with sales and marketing to drive revenue growth.

Skills

Leadership Skills

Customer Success Management

Interpersonal Communication

Problem-Solving

Business Acumen

Job description

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 see products in your own room before you buy. 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 that through cutting-edge computer vision 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/rugdemo...

What You'll Do

• Lead, mentor, and manage a high performing customer success team
• Monitor key performance indicators (KPIs) and customer success metrics, drawing meaningful insights to guide the department’s overarching strategy
• Focus on delivering an exceptional customer experience, ensuring consistent and high quality interactions at every touch point
• Maintain and grow relationships with key accounts, acting as the primary point of contact for escalations and strategic discussions
• Collaborate with key stakeholders in sales and marketing to coordinate efforts that drive revenue growth
• Drive continuous improvement and optimization of customer success processes, including onboarding, account reviews, and ongoing account management
• Foster a customer-first culture within the team, providing guidance, coaching, and support as needed
• Work with product teams to relay customer feedback and advocate for product improvements

Requirements

• Experience leading a high performing customer success team at a high-growth B2B tech company
• Experience scaling customer success teams and processes in a rapidly growing SaaS organization
• Ability to think both big-picture strategy and ensure the delivery of concrete tactics
• Excellent interpersonal, communication, and leadership skills
• Strong business acumen and ability to align customer outcomes with company objectives
• Strong problem-solving abilities and the ability to manage complex client relationships
• Ability to influence senior stakeholders and cross-functional teams

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.
• We value work-life balance by offering generous time off
• 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

Now: You upload your resume and complete a brief questionnaire.

Step 1: We arrange a video call with you to assess your abilities. Complete a take-home assessment.

Step 2: You attend the second video interview soon after.

Step 3: You meet one of the founders.

Step 4: You receive an offer.

Take the Leap. Apply now.