Head of Customer Success Team - Remote

Leap-Tools-Inc.-1; Toronto; On-site; CAD 90,000 - 115,000; Full time

Benefits offered by this job

Remote-first

Work-from-home stipend

Birthday off

Parental leave

Job summary

Leap Tools is seeking a senior Customer Success Leader to grow and mentor a team of Customer Success Managers. You will apply your technical background to support customers, drive retention, and increase revenue while collaborating with Product, Sales, and Leadership to ensure outstanding experiences.

This role blends strategic oversight with hands-on coaching in a remote-first environment. You will leverage SaaS experience, leadership skills, and data-driven decision-making to scale customer

Qualifications

• 5+ years in customer success or account management, SaaS preferred.
• Strong leadership and team-building skills.
• Excellent communication and relationship-building abilities.
• Comfort with data analysis and CRM tools.

Responsibilities

• Grow a book of customers by leading a team of Customer Success Managers.
• Support and coach CSMs to meet performance goals.
• Drive retention and revenue growth across the customer base.
• Represent the voice of customers to 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 goals.
• Support escalations and challenging situations for CSMs and customers.

Skills

Leadership

Account management

Customer success

Data analysis

Communication

Problem solving

Relationship-building

Tools

Google Workspace

Google Sheets

Google Docs

Salesforce

Job description

Leap Tools is seeking a senior Customer Success Leader to grow and mentor a team of Customer Success Managers. You will apply your technical background to support customers, drive retention, and increase revenue while collaborating with Product, Sales, and Leadership to ensure outstanding experiences.

This role blends strategic oversight with hands-on coaching in a remote-first environment. You will leverage SaaS experience, leadership skills, and data-driven decision-making to scale customer