Manager, Customer Success Team (Mid-Market)

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

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 have a strong account management and technical background and want to leverage your desire to build relationships. You are on a mission to build a team of trusted advisor to customers and strive to ensure their success. You are curious and interested in the details that enable business objectives for those we partner up with. You want to make a big impact and take ownership of process improvements, as well as working directly with a team to implement them.

What You'll Do:

• Grow a book of customers by leading a team of Customer Success Managers
• Use your technical understanding to best support your team managing our customers
• Leverage your exceptional success and account manager experience
• Maintain a high customer retention rate.
• Develop strategies to increase revenue retention and drive growth within our customer base
• Serve as the voice of our customers to our internal teams - including 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 to our customers
• Provide coaching, training, and guidance to ensure CSMs meet or exceed their performance goals
• Support CSMs and customers on escalations and challenging situations

Requirements:

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

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

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

Step 1: We arrange a video call with you to assess your abilities.

Step 2: Complete a take-home assessment.

Step 3: You attend the second video interview soon after

Step 4: You attend the third interview

Step 5: You meet one of the founders.

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.

Expected salary range, Ontario based: $90,000 - $115,000 + quarterly bonus + other benefits.

We value exceptional talent above all else. If your expectations or seniority sit outside the stated range, you should still apply. We can scale roles and compensation to match your unique situation.

This is an existing vacancy on the team.

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]

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