Remote Customer Success Leader — Growth & Retention

Leap-Tools-Inc.-1; Toronto; Remote; CAD 100,000 - 125,000; Full time

Benefits offered by this job

Remote‑first culture

Work-from-home stipend

Birthday day off

Global travel flexibility

Job summary

Leap Tools is a remote-first SaaS company delivering advanced interior décor solutions. We are seeking a senior Customer Success leader to grow our customer base and mentor a team of CSMs while leveraging your account-management experience to ensure client success.

You will partner with Product, Sales and Leadership to optimize retention, revenue growth and customer satisfaction, creating scalable processes and knowledge bases for ongoing support.

Qualifications

• 5+ years in customer success or account management, SaaS preferred.
• Strong leadership and team management skills.
• Proven track record of customer satisfaction, retention and revenue growth.
• Excellent communication and relationship-building skills.
• Ability to analyze data and make strategic recommendations.
• Comfort with Google Workspace and Salesforce.
• Bonus: Fluency in a second language.

Responsibilities

• Grow a book of customers by leading a team of CSMs.
• Support team with customers using your technical understanding.
• Leverage your success and account management experience to drive results.
• Maintain a high customer retention rate.
• Develop strategies to increase revenue retention and growth.
• Represent customer voice to Product, Sales, and Leadership.
• Create and document knowledge base of technical solutions.
• Collaborate with internal teams to drive WOW experiences for customers.
• Provide coaching to ensure CSMs meet goals.
• Assist CSMs and customers on escalations and challenging situations.

Skills

Leadership

Account management

Customer success

Communication

Data analysis

Google Workspace

Salesforce

Bilingual

Tools

Google Sheets

Google Docs

Salesforce

Job description

Leap Tools is a remote-first SaaS company delivering advanced interior décor solutions. We are seeking a senior Customer Success leader to grow our customer base and mentor a team of CSMs while leveraging your account-management experience to ensure client success.

You will partner with Product, Sales and Leadership to optimize retention, revenue growth and customer satisfaction, creating scalable processes and knowledge bases for ongoing support.