Manager, Customer Success Team

Leap Tools; Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading company in the interior décor industry is seeking a Manager for their Customer Success Team. This role involves leading a team, managing customer accounts, and developing strategies for customer retention and growth. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for helping customers succeed. Join a remote-first company that values collaboration and offers generous time off and work-from-home policies.

Benefits

Generous time off

Work-from-anywhere policy

Parental leave program

Work-from-home stipend

Celebration days off

Qualifications

• 5+ years of experience in customer success or account management.
• Proven track record of driving customer satisfaction and revenue growth.

Responsibilities

• Lead a team of Customer Success Managers and manage key customer accounts.
• Develop strategies to increase revenue retention and foster growth.

Skills

Leadership

Communication

Problem Solving

Relationship Building

Data Analysis

Tools

Google Workspace

Salesforce

Job description

Join to apply for the Manager, Customer Success Team role at Leap Tools.

At Leap Tools, we are building the world's most advanced solutions for the interior décor industry. Our technology enables customers to visualize products in their own space before purchasing, using cutting-edge computer vision technology that is simple and accessible. Our clientele includes Fortune 500 companies, local retailers, and more, with a presence in over 80 countries.

About You

You have a strong technical background and a passion for building relationships. You aim to be a trusted advisor to customers, ensuring their success. Curious and detail-oriented, you want to make a significant impact, take ownership of process improvements, and work directly with a team to implement them. Watching people achieve their goals through your dedication excites you.

What You'll Do

1. Lead a team of Customer Success Managers and manage key customer accounts to grow the customer base.
2. Utilize your technical understanding to support our customers effectively.
3. Leverage your experience in success and account management to drive results.
4. Maintain high customer retention rates.
5. Develop strategies to increase revenue retention and foster growth within our customer base.
6. Act as the voice of the customer to internal teams, including Product, Sales, and Leadership.
7. Create and document technical solutions for customer problems in a central repository.
8. Partner with internal teams to deliver exceptional customer experiences and memorable moments.
9. Coach, train, and guide CSMs to meet or exceed performance goals.
10. Support escalations and challenging situations involving CSMs and customers.

Requirements

• 5+ years of experience in customer success, account management, or a similar role, ideally within SaaS.
• Strong leadership and team management skills.
• Proven track record of driving customer satisfaction, retention, and revenue growth.
• Excellent communication, problem-solving, and relationship-building skills.
• Ability to analyze data and make strategic recommendations.
• Comfort working with Google Workspace (Google Sheets, Docs) and Salesforce.
• Bonus: Fluency in a second language.

Our Culture

• Remote-first company encouraging productivity from anywhere.
• Collaborative teams fostering ownership mentality.
• Curiosity and attention to detail valued highly.
• Focus on achievement, execution, and acting with urgency.
• Generous time off and work-from-anywhere policy for up to 3 months.
• Parental leave program and work-from-home stipend.
• Celebration days off for birthdays and company anniversary.

Hiring Process

1. Upload your resume and complete a brief questionnaire.
2. Video call to assess abilities and a take-home assessment.
3. Second video interview.
4. Meeting with a founder.
5. Receive an offer.

Take the Leap. Apply now!

Demo link: https://www.roomvo.com/rugdemo