Remote Customer Success Team Manager - Growth Leader

Leap Tools; 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

Travel/ relocation support

Job summary

Leap Tools is seeking an experienced Head of Customer Success to grow a book of customers by leading a team of Customer Success Managers and using your technical background to support them.

You will drive retention and revenue growth, partner with Product, Sales and Leadership to implement scalable processes, and deliver outstanding experiences for our global client base from a remote-first environment.

Qualifications

• 5+ years in customer success, account management, or similar role in SaaS
• Strong leadership and team management skills
• Proven track record of driving customer satisfaction, retention, and revenue growth
• Excellent written and verbal communication, problem-solving, and relationship-building
• Ability to analyze data and make strategic recommendations
• Fluency in a second language is a bonus

Responsibilities

• Grow a book of customers by leading a team of Customer Success Managers
• Support CS Managers with their technical needs and customer escalations
• Drive retention and revenue growth through proactive account strategies
• Collaborate with Product, Sales and Leadership to align on goals
• Create scalable processes and knowledge resources for the team
• Deliver wow moments to customers and mentor CS staff

Skills

Leadership

Account management

Data analysis

Communication

Strategy and planning

Team management

SaaS experience

Tools

Google Workspace

Salesforce

Job description

Leap Tools is seeking an experienced Head of Customer Success to grow a book of customers by leading a team of Customer Success Managers and using your technical background to support them.

You will drive retention and revenue growth, partner with Product, Sales and Leadership to implement scalable processes, and deliver outstanding experiences for our global client base from a remote-first environment.